Customer Complaints Policy

Here at PlumbGas we are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from Managing Director down. We have a complaints policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal or written complaints.

Summary

We want to resolve your complaints as soon as possible.  Please call our customer service and we’ll do our best to fix any problems you may be having with our service, as soon a possible.

Our responsibilities

  • To provide an efficient, fair and structured mechanism for handling complaints
  • To provide our customers with access to the complaints handling process, including those customers with disabilities or special needs
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution
  • Quarterly to review our complaints so that we can improve our standards of customer service

Our responsibilities

  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days
  • If your complaint is urgent or where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and attempt to resolve in 2 working days. If we cannot, we will explain why and the reasons for taking longer.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
  • We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you.  If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees and charges

Handling your complaint

  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days
  • If your complaint is urgent or where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and attempt to resolve in 2 working days. If we cannot, we will explain why and the reasons for taking longer.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution
  • Our aim is to resolve it within a timely manner and we will generally resolve a matter within 30 calendar days
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
  • We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you.  If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees and charges

Complaints Process

1

Contact customer services using our online form, email or phone. We will ask you to provide us with some information about your complaint.

2

Our Customer services team will review your complaint, if it cannot be resolved immediately we may need to investigate it.  This may take 15 business days, or longer but we will update you with a reason for the delay and expected timeframe.

If you are not satisfied with the response tendered to you, you may ask our Customer Service team to escalate your complaint to senior management directly, If so, we will make a senior management representative available to address the compliant as soon as possible

3

When your complaint is resolved, we will confirm this with you in writing within 10 business days.

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:

Trading Standards

Start the process

We are sorry to hear that you would like to make a complaint, please fill in the online form and we will be in touch with you soon.

Alternatively please contact us via email or phone and a member of our team will take all the details.”

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