Complaints Policy & Procedure 

Leon York Heating Ltd are committed to providing a high-quality service.

We value complaints and use information from them to help us improve.

This document describes our complaints procedure and how to make a complaint.

It also tells you what you can expect from us.

What is a complaint?

A complaint is an expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

- Our failure to provide a service

- The quality of service

- Treatment by or attitude of a member of staff

- Delays in responding to your enquiries

- Driving standards

Your complaint may involve more than one service.

Who can complain?

Anyone can make a complaint to us.

How do I complain?

You can complain by phone, by e-mail or in writing.

When sending a complaint, please tell us:

- Your name and contact details

- As much as you can about the complaint

- How you want us to resolve the matter

What happens when I have made a complaint?

Stage One – frontline resolution.

We aim to resolve complaints quickly. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. If we can’t resolve your complaint at this stage, we might suggest that you take your complaint to Stage Two.

Stage Two – investigation.

Stage Two deals with complaints that have not been resolved at Stage One or are of a complex nature meaning a more detailed investigation is required. Where appropriate, we will discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for. We will then provide a full response / solution within 20 working days. If an investigation is particularly complex, we may need longer than 20 working days to resolve the problem. In either scenario, we will keep you fully updated.