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: Unit 33, 15 Pitreavie Court, Dunfermline, KY11 8UU

• 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, Unit 33, 15 Pitreavie Court, Dunfermline, KY11 8UU
Thank you for choosing The Heat Network Ltd. We appreciate the opportunity
to address and resolve any concerns you may have.