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Complaint procedure

Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know. 

Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion. 

First you should speak to the Chief Executive Officer.

Comments or suggestion boxes are available if you would rather make your suggestion that way.

If the suggestion is something that John Wilkinson Heating Services LTD as a company needs to consider you can send it to:

CEO: John Wilkinson

Address:

John Wilkinson Heating Services LTD

Greenacres

Delph Lane

Houghton Green

Warrington

WA2 0RQ

Tel:

0800 612 8920

Email:

john@jwheatingservices.co.uk

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

John Wilkinson Heating Services LTD assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain

Anyone affected by the way John Wilkinson Heating Services LTD operate can make a complaint.

A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How you can make a complaint

You can complain:

    • in person
    • by telephone
    • through a member of our staff
    • through an advocate or representative 
    • by letter
    • by email

Anonymous complaints

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of the complaint..

Responsibility

The Chief Executive Officer, John Wilkinson has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help.

How we handle complaints

The Chief Executive Office may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to discuss with you the outcome, including 

  • details of the findings;
  • any action we have taken; and
  • our proposals to resolve your complaint.  

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate effectively.. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

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