Occasionally circumstances arise where problems can occur, giving rise to complaints. If You wish to make a complaint to Us concerning our performance and failure of our obligations under the terms of this Contract, You must write to Us at the address below, setting out details of the complaint and We will reply with a written response within 14 days.
HOW TO COMPLAIN
We would like to sort out any complaint as soon as possible. Most can be resolved informally. In the first instance contact Us on 029 2076 3622 and We will try to sort the matter out. We would strongly advise You to do this if the matter is urgent and where any delay could lead to further damage. If You make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well. If You are not satisfied or do not wish to resolve matters informally, You may pursue a formal complaint.
Write down Your complaint and send it to:
Heatforce (Wales) Ltd
Unit 10 Lambourne Crescent
Alternatively email it to:
Please provide Us with as much detail as possible to help Us address Your complaint. This will save Us time and help Us to resolve Your complaint as quickly as possible.
WHAT HAPPENS NEXT?
We will provide acknowledgement of Your complaint within 5 working days of receipt. You may be contacted to make sure that We have understood Your complaint properly or to clarify any issue. Our compliance team will investigate the matter thoroughly and may engage in written correspondence with You throughout the investigation process. We will endeavour to send a final response to you within 30 days of the receipt of Your complaint, although most complaints will usually be resolved much quicker.
Our final response will indicate an alternative dispute resolution (ADR) body that you can contact if you are not satisfied with our response. In all cases, a complaint will be given full and fair consideration. If as a result of Your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. As these proceedings are confidential, We will not be able to inform You of the outcome of these proceedings.
If you are unhappy with our final response or our investigation has taken more than 8 weeks to reach a conclusion, you have the right to refer your complaint to the Financial Ombudsman or our Alternative Dispute resolution provider, as detailed below:
The Financial Ombudsman Service
Telephone: 0800 023 4567 or, from a mobile 0300 123 9123
Please refer to the enclosed FOS leaflet that we will send you with our final response or their website: www.financial-ombudsman.org.uk
For information on the types of complaints FOS may consider, please refer to: www.financial-ombudsman.org.uk/faq/answers/complaints_a2.html
If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response
Dispute Resolution Ombudsman
3-4 Viewpoint Office Village
Telephone: 0333 241 3209