Complaints Procedure

Our commitment

At Alex Robson Heating and Gas Ltd, we are committed to providing a professional, reliable and high quality service to all our customers. We take any concerns or complaints seriously and will always aim to resolve issues fairly, promptly and professionally.

How to make a complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible using one of the methods below:

Telephone: 0191 540 2051
Email: complaints@arheatingandgas.co.uk
Post: Alex Robson Heating and Gas Ltd, 23 Wingate Grange, Houghton le Spring, DH4 6GQ

Please provide:

• Your full name and contact details
• Property address where the work was carried out
• Details of the complaint
• Relevant dates
• Any supporting photographs, invoices or documentation

Stage 1 — Acknowledgement

We will acknowledge receipt of your complaint within 5 working days. Where possible, we may contact you to discuss the matter and seek an immediate resolution.

Stage 2 — Investigation

Your complaint will be fully investigated by a senior member of the business. This may involve:

• Reviewing job records and documentation
• Inspecting the work carried out
• Speaking with relevant employees or contractors
• Requesting additional information from you

We aim to provide a full written response within 14 working days. If additional time is required, we will keep you informed of progress and provide an estimated timescale.

Stage 3 — Resolution

Following our investigation, we will provide our findings and, where appropriate, offer one or more of the following:

• An explanation of what happened
• Corrective or remedial work
• A refund or partial refund where appropriate
• Another suitable resolution agreed between both parties

Stage 4 — Escalation

If you remain dissatisfied with our response, please notify us in writing within 14 days of receiving our decision. Your complaint will then be reviewed again, and a final response will be issued.

Alternative Dispute Resolution (ADR)

We always aim to resolve complaints directly with our customers. However, if a resolution cannot be reached, you may wish to seek independent advice or use an Alternative Dispute Resolution (ADR) service where applicable. We will provide details of any relevant ADR scheme upon request. Customers are encouraged to follow our internal complaints process before seeking external resolution.

Consumer rights

Nothing within this procedure affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.

Continuous improvement

All complaints are recorded and reviewed to help us improve our services, workmanship and customer experience. Alex Robson Heating and Gas Ltd thanks you for bringing any concerns to our attention and giving us the opportunity to put matters right.