Complaints Procedure

At AJE Plumbing and Heating, we strive to provide exceptional gas boiler installation services to our valued customers. However, we understand that there may be instances where concerns or issues arise. To ensure that your complaints are addressed promptly and effectively, we have established the following complaints procedure:

1. Contacting Customer Service:

If you have a complaint or concern regarding our gas boiler installation services, please contact our customer service department as soon as possible. You can reach our customer service team through the following channels:

Phone: 07745 280 007
Email: ajeplumbingandheating@gmail.com

2. Providing Details:

When contacting customer service, please be prepared to provide the following information:

Your full name and contact details.
Details of the gas boiler installation (installation date, invoice number, etc.).
A clear description of the complaint or issue.
3. Acknowledgment of Complaint:

Upon receiving your complaint, our customer service team will acknowledge it within [timeframe, e.g., 2 business days]. The acknowledgment will include a reference number for your complaint.

4. Investigation and Resolution:

We will promptly initiate an investigation into your complaint. This may involve contacting the relevant personnel who handled your gas boiler installation. We aim to resolve complaints within [timeframe, e.g., 10 business days], but more complex issues may require additional time.

5. Communication of Findings:

Once the investigation is complete, we will communicate our findings and proposed resolution to you. This will be done via your preferred method of communication (phone, email, etc.).

6. Escalation:

If you are dissatisfied with the initial resolution, you have the option to escalate your complaint. Please inform us, and your complaint will be reviewed by a higher-level management representative. The escalated review will be conducted within 5 business days.

7. Final Resolution:

Following the escalation review, we will provide a final resolution to your complaint. Our aim is to address your concerns and reach a mutually satisfactory outcome.

8. Customer Feedback:

We value your feedback and use it to continuously improve our services. After the resolution, we may seek your feedback on the complaints handling process.

9. Regulatory Authority:

If, after following our complaints procedure, you remain dissatisfied, you have the right to contact the relevant regulatory authority overseeing gas boiler installations in your region.

We appreciate your business and are committed to resolving any concerns you may have. Thank you for choosing AJE Plumbing and Heating.