Minster Stoves & Heating
Complaints Procedure
OUR COMPLAINTS POLICY:

We are dedicated to giving our customers excellent service. Please let us know when something goes wrong, and we’ll try our best to make things right. The following objectives guide our Customer Complaints Procedure.

Our Customer Complaints Procedure has the following goals:

  1. To deal with complaints fairly, efficiently and effectively;
  2. To ensure that all complaints are handled in a consistent manner throughout;
  3. To increase customer satisfaction;
  4. To use complaints constructively in the planning and improvement of all services.
How to complain

Minster Stoves & Heating would like to sort out any complaint as soon as possible.

We at Minster Stoves & Heating want to resolve any complaints as quickly as we can. A lot of complaints can be handled amicably. Make contact with the person to whom your complaint is addressed first.

You can file a formal complaint in writing to Chris Pritchard at Unit 2 103 Southern Avenue, Leominster HR6 0QF if you’re not happy or would prefer a formal resolution.

What happens next?
  1. You will receive acknowledgement of your complaint within five working days. You may be contacted to make sure we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
  2. You will receive a response to your complaint within 28 working days of its receipt. This response will detail any actions to be taken in regards to your complaint.
  3. In all cases a complaint will be given full and fair consideration.

If you are not satisfied with the outcome of your complaint, you can contact HETAS or Gas-Safe (if the complaint falls within their remit) alternatively contact your local Trading Standards Department or seek legal advice from a Solicitor.

HETAS

01684 278170

Newtown Trading Estate, Severn House Unit 5, Green Ln, Tewkesbury GL20 8HD

complaints@hetas.co.uk

Gas-Safe Register

0800 4085500

PO Box 6804, Basingstoke RG24 4NB

enquiries@gassaferegister.co.uk

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