Complaints Procedure

At Heatsource Domestic Gas Services, we are committed to providing excellent service. If you're not completely satisfied, we want to make it right. This complaints procedure outlines how we handle concerns and resolve issues.

Step 1: Initial Contact

If you have a complaint about our service, please contact us immediately:

We aim to resolve most issues immediately. Please provide:

• Your name and contact details
• Date and nature of the service provided
• Details of your complaint
• What outcome you're seeking

Step 2: Formal Investigation

If we cannot resolve your complaint immediately, we will:

• Acknowledge your complaint within 24 hours
• Investigate the matter thoroughly
• Provide you with a written response within 5 working days
• Keep you informed of progress if additional time is needed

Step 3: Resolution

Depending on the nature of your complaint, resolution may include:

• Return visit to correct any issues at no additional cost
• Partial or full refund where appropriate
• Compensation for any inconvenience caused
• Additional training for our engineers if required
• Changes to our procedures to prevent similar issues

Step 4: Further Action

If you remain unsatisfied with our response, you may escalate your complaint to:

Contact Us

We value your feedback and are committed to continuous improvement. Please don't hesitate to contact us: