Welcome

At Heywood Heating, we are committed to providing exceptional service and products. We value your feedback, including complaints, as they assist us in improving our services and understanding your needs better. This procedure outlines how we handle complaints effectively and efficiently.

Who Can Complain
Our complaints procedure is open to all our customers, clients, and members of the public who interact with our services and products.

What Can Be Complained About

You can submit a complaint about any aspect of our services or products that did not meet your expectations. This includes, but is not limited to, service quality, delay in service delivery, or any other concerns you might have experienced.

How to Make a Complaint
Contact Method: To submit a complaint, please send us an email info @ heywoodheating.co.uk
Information Required: Please provide your full name, contact information, a detailed description of your complaint, and any specific resolution you are seeking.

Complaint Handling Process

• Acknowledgment: We will acknowledge your complaint within 48 hours of receipt.
  
• Assessment and Investigation: Your complaint will be assessed and thoroughly investigated by our team.
  
• Response Timeframe: We aim to resolve all complaints within 14 business days. If it takes longer, we will keep you updated on our progress.
  
• Resolution: We will inform you of the outcome and any actions taken in response to your complaint.

In the event where your complaint involves evidence from a third party supplier, please submit this evidence as soon as possible so an independent review can be carried out where necessary.

Confidentiality
Your privacy is important to us. All complaints are handled confidentially and in accordance with applicable privacy laws.

Feedback
We are continually striving to improve our complaints handling process. We welcome your feedback on this process.