Complaints

Our commitment to customers

The Plumber Advanced Boiler Specialists Limited is committed to providing its customers with the highest levels of service and customer satisfaction possible. We will always make every effort to resolve any dissatisfaction directly and informally, but there may be times when it is not possible to achieve this, and to ensure we treat each matter with the due consideration, promptness and attention, we adopt the following complaints policy and procedure.

Policy

We aim to ensure that making a complaint is as easy as possible and that we treat your complaint seriously, promptly and in confidence. We will always seek to learn from our customer’s feedback and complaints and use them to review and continually improve our service.

Definition of a complaint?

For the purpose of this procedure a complaint is defined as an expression of dissatisfaction by one or more of The Plumber Advanced Boiler Specialists Limited customers about a lack of action on the part of our employees or subcontractors, or about the standard of product or service they have received from one of our contractors.

However, please remember that reporting a fault or a problem is not necessarily a complaint, and this would be considered a request for service for which we have a different procedure.

How to make a complaint

If you wish to make a complaint you can address it directly to any of our staff whilst they’re at your home with you, and they will do their best to rectify the problem immediately. Alternatively contact our main office.

By phone: 01276 682752

By email: enquiries@theplumberabs.co.uk

Via our website: https://theplumberabs.co.uk/contact/ . Click on ‘Submit a Complaint’ and fill in the Quick Contact form with Subject as “Complaint”

By Post: 10 Evergreen Road, Frimley, Camberley, Surrey, GU16 8PU

 

The Process

Stage 1 – Receipt and acknowledgement of complaint

Unless you have spoken to one of our team directly, you will be contacted within 48 hours of submitting a complaint via our website or by email, or if sent by post, on receipt of it. We will assign a team member to deal with and resolve your complaint and you will be notified who that team member is.

Stage 2 – Initial Investigation

We will do our best to deal with your complaint as quickly as possible and in all cases your complaint will be fully investigated and a response issued within 7 working days.

Stage 3 – Not resolved? Further Investigation

If a complaint has not been resolved or the complainant is still dissatisfied following Stage 2 it will be further investigated by the Office Manager, who will aim, wherever possible, for a resolution and a written response within 10 working days from the previous communication.

During this period we may contact you to seek clarification and gather more information about the matter, and in some cases and with your prior agreement, we may want to re visit your premises if it will l help bring about a swift resolution. Records of the process, response and feedback and any outcome / resolution will be kept in our company systems.

Stage 4 – Escalation

If the complainant still remains dissatisfied following Stage 3 and if matters of fact have been wrongly interpreted or you feel the resolution is unjust you can contact the Managing Director. The Managing Director will respond within 5 working days to achieve a mutually acceptable resolution and will notify you in writing of the resolution reached.

We are registered with the Gas Safe Register, should you still feel you would like to pursue the matter further then contact Gas Safe Register and file a complaint. See the link below.

www.gassaferegister.co.uk/help/make_a_complaint.aspx

They will contact you, and us, to get any necessary information, records, and documents to conduct their own investigations if required, to reach an appropriate resolution