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Complaints Policy
Premier Heating Solutions is committed to providing the best possible service. If something has not met your expectations, we want to hear from you so we can put it right as quickly as possible. All complaints are handled professionally, confidentially, and in accordance with this procedure.
Our Policy
- All staff are aware of our complaints procedure and know what to do if a complaint is received.
- Complaints can be made by telephone, in person, by email, or by post.
- All complaints are recorded in our complaints log and handled consistently and fairly.
- Responsibility for receiving and overseeing all complaints rests with Helen Cunningham, Customer Service Manager.
- We view complaints as an opportunity to improve. We review them regularly to identify trends and prevent recurrence.
- All complaints are treated in accordance with UK GDPR and the Data Protection Act 2018.
Our Procedure
Stage 1 - Informal Resolution
Please contact us as soon as possible — we believe most complaints can be resolved quickly and informally. You can call, email, or speak to us directly. If you contact us by telephone, please make a note of who you spoke to and any resolution offered. If you are satisfied with the outcome, no further action is needed. If you remain dissatisfied, please move to Stage 2.
- Call: 01491 671718
- Email: enquiries@premierheatingsolutions.co.uk
- Hours: Monday–Friday 8:00am–8:00pm · Saturday–Sunday 8:00am–6:00pm
Stage 2 - Formal Complaint
If your complaint is not resolved at Stage 1, please submit it in writing to Helen Cunningham, Customer Service Manager, at enquiries@premierheatingsolutions.co.uk or by post to 19 Horseshoe Park, Pangbourne, Reading, RG8 7JW. Please include your telephone number and email address so we can contact you if needed.
Once we receive your written complaint:
- We will send a written acknowledgement within 3 working days, confirming who is handling your complaint and the expected timescale for a response.
- We will aim to provide a full written response within 14 days, setting out the findings of our investigation and any proposed resolution.
- Where an investigation requires more time, we will send a written progress update within 14 days and a final response within 28 days of your original complaint.
Stage 3 - Alternative Dispute Resolution
If we are unable to resolve your complaint to your satisfaction through Stages 1 and 2, you may refer it to an independent Alternative Dispute Resolution (ADR) provider. As a Which? Trusted Trader, we use the Dispute Resolution Ombudsman for dispute resolution. Please contact Which? Trusted Traders in the first instance on 02922 670040.
For installations carried out under MCS certification, you may also contact MCS directly at www.mcscertified.com.
For works covered by APHC certification, complaints can be escalated at www.aphc.co.uk/why-use-an-aphc-member/complaints-process.
Your Data
Any personal data you provide in connection with a complaint will be used only for the purposes of investigating and resolving it, in accordance with UK GDPR and the Data Protection Act 2018. Your information will not be shared with third parties except where necessary to progress your complaint (for example, with an ADR provider) or where required by law. You have the right to request access to any personal data we hold about you. For data protection queries, please contact enquiries@premierheatingsolutions.co.uk.
When contacting us by post, please request proof of postage.
Premier Heating Solutions Limited · Company No. 05591229 · Registered in England and Wales · 19 Horseshoe Park, Pangbourne, Reading, RG8 7JW
