CUSTOMER COMPLAINT PROCEDURE

OBJECTIVE

In order to help ensure that customers’ complaints are dealt with effectively, professionally and reviewed in order to prevent the complaint from recurring.

SCOPE

To cover all areas where we come into contact with, or carry out work for, prospective or existing customers.

PROCESS

In the event EDR Heating Services Ltd. receives a complaint, they will ensure that the details of the complaint are recorded appropriately. The allowed time for the complaint to be resolved will be established.

The process will include the following:

• The domestic customer may use a consumer representative or observer to help deal with the complaint;
• Where appropriate, we will arrange to inspect the customer’s system within seven days of receiving the complaint and within twenty four hours of receiving the complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint;
• The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction;
• Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed;
• If the complaint cannot be resolved, it will be referred to the independent ADR Body (Alternative Dispute Resolution Body) for further action.