Legal

Complaints Procedure

The Heat Network Ltd. Company number SC624367.

If something hasn't gone right, we want to hear about it and put it right. This page sets out how to make a complaint and what happens next.

1. Contacting us

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

• By phone: call 01383 660098
• By email: hello@theheatnetwork.co.uk
• By post: Scotia House, 5 Dickson Street, Dunfermline, KY12 7SL

2. Providing information

When making 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. Acknowledgement

We'll acknowledge your complaint within 3 working days and tell you what happens next.

4. Investigation

We'll look into it properly, checking the job records and speaking to the engineer who did the work.

5. Resolution

We aim to reply in writing within 14 days of receiving your complaint. We'll explain what we found, what we've done about it and what we'll change so it doesn't happen again.

6. Escalation

If you're not happy with our reply, ask us to look again and the owner will review it personally.

7. External resolution

If we still can't sort it between us, you can use the Fife Trusted Trader dispute resolution process, which is independent and impartial. For concerns about gas safety, you can also contact Gas Safe Register.

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

Thank you for taking the time to tell us. It helps us do better.

Finance

If your complaint is about a job paid for with finance and we haven't been able to sort it, you can contact TradeHelp Ltd:

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.