Complaints Policy
North Somerset Plumbing & Heating Ltd

We are committed to providing high quality products and services for all our customers. Of course, as central heating, boiler and plumbing into properties of all types and ages can be complicated, we recognise that very occasionally things can go wrong.

If you have a query or complaint, we want to know as soon as possible to help us put things right promptly.

Just contact our Customer Care Team with your details and a description of your problem. We are here for you from 8am – 5pm Monday – Friday

Call us: 01275878000

Email us: [email protected]

Write to us: North Somerset Plumbing & Heating Ltd
Customer Services, Paramount House, 2 Concorde Drive, Clevedon, BS21 6UH

However you contact us, we will:

Let you know we’ve received your query
Tell you who will be responsible for investigating along with their contact details
Endeavour to return phone calls and emails within one working day
Do everything we can to resolve things as quickly as possible
Do what we can to attend within fourteen days if a visit to your property is needed
Keep you regularly informed of progress throughout
If you’re unhappy with the way things have been resolved and you have a complaint about your experience with us, we will review your complaint in line with our relevant Complaint Procedure.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.