Complaints Policy
How to Raise a Concern or Make a Complaint
Westwood Plumbing & Heating Limited strives to deliver exceptional services to all our customers, ensuring that we meet the diverse needs of each customer while considering factors such as age, gender, ethnicity, lifestyle, and disability.
However, we acknowledge that there may be times when our service does not meet expectations. In such instances, it is crucial that we provide customers with a straightforward and accessible way to raise their concerns and ensure complaints are resolved promptly, courteously, and fairly. We take all complaints seriously, viewing them as valuable opportunities to address issues, enhance our services, and gain critical insights into our performance, culture, and reputation.
In such instances, we encourage you to inform us so we can address your concerns promptly and effectively. This procedure outlines how you can make a complaint and how we will handle it, in line with UK trading laws.
What Constitutes a Complaint?
A complaint is defined as an expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Westwood Plumbing & Heating Limited or its staff, affecting an individual customer or group of customers.
You may wish to complain if you believe we have:
Provided a substandard service.
Behaved unfairly or impolitely.
Failed to deliver a service within the agreed timeframe.
Not adhered to our policies or procedures.
Made a decision without considering all relevant information.
What Can You Complain About?
You can raise a complaint about the standard of service, actions, or lack of action by Westwood Plumbing & Heating Limited or anyone working on our behalf (e.g., contractors) within 12 months of the issue occurring. In some cases, we may consider complaints about incidents older than 12 months at the discretion of the manager responsible for the service. This would typically apply if there are exceptional reasons why the complaint could not be raised or addressed within the standard timeframe.
Exclusions
Westwood Plumbing & Heating Limited will not accept a complaint if it falls within the following criteria:
The complaint is being made more than 12 months after the issue occurred, unless exceptional circumstances apply, as determined by the manager responsible.
The complaint is a request for a service or information that does not fall under our complaints procedure.
The complaint is already being investigated or has been resolved through an external body, such as the Alternative Dispute Resolution (ADR) Scheme.
The complaint is not related to a service provided by Westwood Plumbing & Heating Limited or an issue for which we are responsible.
The same issue has already been addressed through our complaints process, and no new information has been provided.
The matter is subject to a legal remedy or an alternative appeals process, such as disputes over warranty claims, contractual terms, or services provided by third parties.
If we determine that your complaint does not qualify under our procedure, we will provide you with a detailed explanation. This will include the reasons why your concern is not suitable for the complaints process and guidance on how to escalate the matter to an appropriate external body, such as the ADR Scheme, if applicable.
1. How to Make a Complaint
You can submit your complaint through any of the following methods:
Online Form: Complete our online complaints form.
Email: Send an email to hello@westwoodplumbers.co.uk.
Phone: Call us at 01482 688788.
Post: Write to us at: Westwood Plumbing & Heating Limited, 28 North Bar Within, Beverley, East Yorkshire HU17 8DL.
Please provide the following details to help us process your complaint efficiently:
Your full name and contact information.
Your Job, Quote or Invoice Number.
A clear description of your complaint, including relevant dates and times.
Any previous correspondence or interactions related to the issue.
Supporting evidence such as photographs or documents, if applicable.
2. Our Complaints Handling Process
Acknowledgement: Upon receiving your complaint, we will acknowledge receipt within 5 working days and provide a reference number for your case.
Investigation: We will conduct a thorough investigation, which may involve reviewing records and speaking with staff members involved.
Response: We aim to respond with our findings and proposed resolution within 15 working days. If the matter is complex and requires more time, we will inform you and keep you updated on the progress.
3. Resolution and Next Steps
If you are satisfied with our response, we will consider the matter resolved and implement any agreed-upon actions promptly.
If you remain dissatisfied, you may request a further review by a Senior Manager or Director. Should you still be unhappy after this review, you have the right to escalate your complaint to the relevant external body, such as the Trading Standards or sector authority depending on the nature of your complaint.
Your Rights
This complaints procedure does not affect your statutory rights. We are committed to resolving all complaints fairly and in accordance with UK trading laws.
Equality Act 2010
Westwood Plumbing & Heating Limited is committed to ensuring fair and equal access to our services for all customers. We will take into account your communication preferences and make reasonable adjustments, as required under the Equality Act 2010, to accommodate your individual needs.
If you require specific assistance or adjustments when raising a complaint, please let us know so we can provide the appropriate support. Our goal is to ensure that our complaints process is accessible to everyone. For further details, please refer to our full Equality, Diversity, and Inclusion Policy.
Learning from Complaints
At Westwood Plumbing & Heating Limited complaints are valuable opportunities to improve our services. Once your complaint has been resolved, we’ll contact you to gather feedback on how your complaint was handled and your satisfaction with the outcome.
We also regularly analyse the complaints we receive to identify trends, recurring issues, and areas for improvement. This continuous learning process helps us enhance our services, refine our practices, and better meet the needs of our customers. Thank you for helping us improve our services.
We’re Sorry to Hear About Your Poor Experience
We’re sorry to hear that you’ve had an issue requiring a complaint. Your feedback is important to us, and we’re here to address your concerns promptly and fairly. Please complete the Complaints Form. A member of the Customer Support team will aim to respond within 24 hours.