Policy Last Updated: December 2023

At Widnes Plumbers, we value our customers and strive to provide excellent service. However, we recognise that occasionally things may go wrong. This Complaints Procedure is designed to guide our customers through the process of raising and resolving any concerns or complaints.

1. Making a Complaint

1.1 Contacting Us

If you have a complaint, please contact us as soon as possible:

Phone: the number at the top of this page
Email: info@widnesplumbers.co.uk or by contacting us here.

1.2 Providing Information

When making a complaint, please provide the following information:

• Your name and contact details.
• A clear description of the issue or complaint.
• Any relevant documentation or evidence.

2. Acknowledging Your Complaint

We will acknowledge your complaint within 7 days, confirming that we have received it. This acknowledgement will include the name and contact details of the person handling your complaint.

3. Investigation

3.1 Reviewing the Complaint

Your complaint will be thoroughly reviewed by the designated person to understand the issues raised.

3.2 Gathering Information

We may request additional information or documentation from you or our team to assist in the investigation.

4. Resolution

4.1 Timeframe

We aim to resolve complaints promptly and efficiently. Most complaints will be resolved within 21-28 days.

4.2 Communication

We will keep you informed about the progress of the investigation and notify you of the resolution, including any corrective actions taken.

5. Escalation

If you are not satisfied with the initial resolution, you may request that your complaint be escalated to a higher level. We will provide information on the escalation process.

6. External Resolution

If the complaint remains unresolved after following our internal procedures, you have the right to escalate the matter to an external body, such as the Chartered Institute of Plumbing and Heating Engineering or the Gas Safe Register

7. Learning and Improvement

We view complaints as an opportunity to learn and improve our services. All complaints will be analysed, and corrective actions will be implemented to prevent similar issues in the future.

8. Confidentiality and Privacy

All information provided during the complaints process will be treated confidentially and in compliance with relevant privacy laws. You can learn more in our Privacy Policy

9. Review and Update

This Complaints Procedure will be regularly reviewed and updated to ensure its effectiveness and compliance with any changes in regulations.

10. Contact Information

For any questions or to make a complaint, please contact us by heading here.

At Widnes Plumbers, we are committed to resolving complaints in a fair and transparent manner. Your feedback is valuable to us, and we appreciate the opportunity to address any concerns you may have. You can learn more about us here.