The Heat Network Ltd – Complaints Procedure

At The Heat Network Ltd, we are committed to providing excellent service to our customers. We understand that, despite our best efforts, issues may arise from time to time. This Complaints Procedure outlines the steps you can take if you have a complaint about our products or services.

1. Contacting Us

If you have a complaint, please contact us as soon as possible by one of the following methods:

• By Phone: Call our customer service line on 01383 660098
• By Email: Send an email to hello@theheatnetwork.co.uk
• By Mail: Write to us at Scotia House, 5 Dickson Street, Dunfermline, KY12 7SL

2. Providing Information

When filing a complaint, please provide the following information to help us understand and address the issue efficiently:

• Your name and contact information
• A clear description of the complaint
• Any relevant documentation or evidence

3. Acknowledgment

Upon receiving your complaint, we will send you an acknowledgment within 3 business days, confirming that we have received your complaint and outlining the next steps in the resolution process.

4. Investigation

We will thoroughly investigate your complaint, reviewing all relevant information and consulting with the necessary parties to understand the issues raised.

5. Resolution

We will aim to provide a written response to your complaint within 2 days of receiving it. This response will outline the results of our investigation, any actions taken, and steps to be implemented to prevent a recurrence.

6. Escalation

If you are dissatisfied with the resolution provided, you may request further review. Your complaint will be escalated to a higher level within our organisation for additional investigation.

7. External Resolution

If, after following our internal procedures, you remain dissatisfied with the resolution, you may contact an external body such as Gas Safe to seek further assistance.

8. Continuous Improvement

We value your feedback and use it to improve our services. All complaints are recorded and analysed to identify opportunities for enhancing our processes and preventing similar issues in the future.

Contact Information

The Heat Network Ltd, Scotia House, 5 Dickson Street, Dunfermline, KY12 7SL

Thank you for choosing The Heat Network Ltd. We appreciate the opportunity to address and resolve any concerns you may have.

Finance

On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

• Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
• Telephone: 01978 666887
• Email: info@tradehelp.co.uk

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you cannot reach an agreement

If you are not satisfied with the lender's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender's final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• Email: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk