Send us a complaint

We appreciate that sometimes, unfortunately things go wrong. Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve.

If you would like to make a complaint, there are several ways for you to do this. You can
use any of the methods below
➢ contact us:
● Telephone our Customer Service Department on 0800 612 8920
● Write to us at:
John Wilkinson Heating Services Ltd
106 Wigshaw Lane,
Culcheth,
Warrington,
WA3 4AB
● Email: john@jwheatingservices.co.uk

What happens after we receive your complaint

➢ Acknowledging your complaint
It’s important to us that we resolve the issue for you as quickly as possible. We will write to you to acknowledge your complaint in a timely manner from the receipt of your
complaint.
➢ Investigating your complaint
One of our team members will investigate your complaint. They will assess the details of
your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information
to reach a decision.
➢ Keeping you updated

Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If you need an update please call us on  0800 612 8920.  If we have not resolved your complaint by this time we will ensure you are kept updated on our progress
➢ Informing you of our decision
We’ll always contact you to discuss our final response. We’ll explain what we’ve found, what we plan to do as a result and why we made the decision. This may be over the phone, by email or by post.
In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response.

We hope our final response resolves things for you.

IF WE CANNOT REACH AGREEMENT

Our aim is to resolve all complaints. However, if you are not satisfied after receiving our final decision letter, or if eight weeks have passed you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad) Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk