At New Boiler Installation Glasgow, we are committed to providing our users with a high-quality experience when using our services ("Website"). We value your feedback and take complaints seriously. This Complaints Policy outlines our process for handling and resolving complaints.
2. Contact Information
If you have a complaint or concern, please contact us using the following details:
120 Hope Street
3. How to Submit a Complaint
3.1. You can submit a complaint to us by sending an email to the provided email address or by writing to our postal address.
3.2. In your complaint, please include the following information:
Your name and contact details (email address and/or phone number).
A clear and detailed description of the issue or complaint.
Any relevant documents or evidence that can help us understand and investigate the complaint.
4. Complaint Handling
4.1. Upon receiving your complaint, we will acknowledge it within [X] business days, confirming that we have received your complaint and providing you with an estimated timeframe for resolution.
4.2. We will conduct an internal investigation to assess the merits of the complaint and gather any necessary information.
4.3. We may contact you for additional information or clarification if needed during the investigation process.
5.1. We will make every effort to resolve your complaint promptly and fairly.
5.2. Once our investigation is complete, we will provide you with our findings and the outcome of the complaint.
5.3. If we find that an error or issue has occurred on our part, we will take appropriate corrective action to rectify the situation.
6.1. If you are not satisfied with the outcome of your complaint, you have the right to request a review of the decision.
6.2. To request a review, please send a written request to our contact information provided in Section 2. Your request should clearly state the reasons for your dissatisfaction and any additional information you wish to provide.
7. Further Steps
7.1. If you believe that we have not resolved your complaint satisfactorily, you may contact relevant regulatory authorities or ombudsman services that oversee our industry.
8. Record Keeping
8.1. We will maintain records of all complaints received and the actions taken to address them for a minimum period of [X] years.
9.1. We encourage users to provide feedback on our complaints handling process. Your feedback helps us improve our services and address any areas of concern.
10. Review of Complaints Policy
10.1. We may update this Complaints Policy from time to time to reflect changes in our practices or for legal and regulatory reasons. The updated policy will be posted on our Website, and the date of the latest revision will be indicated.
By using our Website, you acknowledge that you have read and understood this Complaints Policy and agree to follow the procedures outlined herein when submitting a complaint. We are committed to addressing your concerns promptly and fairly.