Complaints Policy
How to raise a complaint with us, how we handle it, and your right to refer it onwards.
Complaints procedure
Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.
Step 1
Please contact us at your earliest convenience with the following information:
- Your full name, address and telephone number
- Details of any previous correspondence you've had with us
- Details of your problem or complaint
How to contact us
We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated. You can contact us in one of the following ways:
- In writing: Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH
- By phone: 0151 440 2000
- By email: info@liverpoolheating.co.uk
Step 2
We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.