Complaints Procedure

If you have a complaint, we are here to help, so please follow the points below.

Please start by calling our office on 01273 634890 to discuss the matter with a member of our team, or you can email us at office@citywarmth.co.uk, or you can write us a letter to The Offices, 57 Newtown Road, Hove, BN3 7BA.

Our Procedure

We are dedicated to providing a high standard of quality gas and heating engineering service to all of our customers. When something goes wrong, we want to hear about it promptly, so we can put it right, continue to care for our customers and so we can both learn from the issues raised and improve our standards. We really do care about the work we do in your home.

If you have a complaint, please contact us with the details. We’ll respond to your complaint within 10 working days.

What will happen?

1. Firstly, do not worry about making a complaint to any of our team here at City Warmth Plumbing & Heating Ltd as we will deal with you as our customer with empathy, kindness and compassion. Take the time you need to share your concerns; we will be patient and take notes of the issues raised.
2. Please put your complaint in writing and send the complaint to office@citywarmth.co.uk, or you can write us a letter to The Offices, 57 Newtown Road, Hove, BN3 7BA. If you feel this is an emergency, please call us immediately and we will address the issue promptly.
3. We will then send you a letter or email acknowledging receipt of your complaint within three days of receiving it also enclosing a policy of this procedure.
4. We will draw together all of the evidence and take all of your information into account of work and come to a written conclusion of her findings. This will be emailed or a letter documenting our findings in a 10-working day window of City Warmth Plumbing & Heating Ltd receiving the complaint in writing.
5. If our findings show that your complaint is justified, then we will put this into writing explain our next steps, if we feel the complaint is unjustified this will also be put into writing and sent to you explaining our findings.
6. If you are not satisfied with our findings, then you can either make an appeal to us in writing or seek legal advice.
7. We appreciate your time and patience.