Complaints Process
We take complaints about us, our staff, engineers, affiliates and partners very seriously. Below is the complaints process we use to ensure we investigate all written complaints.
1: Identifying what the complaint is about.
Heating and Home is a company that works with many different third parties. So the process of identifying how we handle the complaint starts with working out if the complaint is about our practices or the practices of one of our partners, or affiliates.
To name a few, we currently outsource:
- All telesales
- A large proportion of boiler installations and repairs.
- All solar panel installations are outsourced to third-party contractors.
- A small proportion of out-of-hours, overflow and weekend customer services.
We also are a company focused on building a national franchisement. Giving opportunities to young entrepreneurs in setting up their own county heating and home repair and installation company.
Because of this, a complaint isn't as simple as ensuring our internal staff have followed processes, but instead when a complaint has been raised, we have to find out who the complaint involves. It could be that you're not happy with a third-party plumber, or even a reseller of our services. This means we have to raise a complaint with those companies ourselves.
2: Finding a resolution
Once we have found out what the complaint is about and investigated whether the complaint is about us, or one of our third parties. Our aim is to then come to a resolution that you're happy with.
3: Your right to take it further.
In some instances, a customer may still not be happy, in which case they can get free and impartial advice from:
England and Wales
Contact Citizens Advice.
Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm
Scotland
Contact Advice Direct Scotland.
Advice Direct Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm
Northern Ireland
Contact Consumerline.
Consumerline
Telephone: 0300 123 6262
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm
For any complaint about an insurance policy
Complaints Procedure
In the event of a complaint arising under an insurance policy, you should complain to the appropriate party. Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
For complaints regarding the sale of the policy:
Complaints
Clipeus Limited
International House
International Business Park
Southampton
SO18 2RZ
Email: [email protected]
Telephone: 0800 0239 329
For complaints regarding a home emergency insurance claim:
Write to:
Arc Legal Assistance Ltd 1 Hagley Court North The Waterfront
Brierley Hill
West Midlands DY5 1XF
Email us at: [email protected]
Call us on: 01384 884080
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This may also apply if you are insured in a business capacity.
You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service, Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123
Email: [email protected]
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.