Complaints Procedure
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 hotline at 01383 660098
- By Email: Send an email to hello@theheatnetwork.co.uk
- By Mail: Write to us at: The Lodge House, Priory Lane, Dunfermline, KY12 7DT
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 organization 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, The Lodge House, Priory Lane, Dunfermline, KY12 7DT
Thank you for choosing The Heat Network Ltd. We appreciate the opportunity to address and resolve any concerns you may have.