Complaints Policy

Heat From Air is a Mechanical Services contractor specialising in the installation of renewable energy heating installations, in particular Air Source Heat Pumps.

The company operates primarily in the Domestic sector.

All our staff are aware of our complaints procedure and know what to do if a complaint is received. If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve as quickly as possible.

We aim to investigate all complaints fairly, efficiently and in a reasonable timeframe. All complaints will be handled in a consistent manner. Complaints will be treated sensitively, confidentially and in accordance with the General Data Protection Regulation (GDPR).

We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately. We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence. Complaints are reviewed regularly to identify trends, which we may need to investigate further.

Complaints can be made verbally (by telephone or in person) and by email or letter. When we receive a complaint the person handling the complaint will record it in the complaints log and it will be delegated to a suitable member of staff for investigation. They will acknowledge in writing within 3 working days of receipt, confirming who they are and when you can expect a further response.

We endeavour to complete investigations and reach a satisfactory resolution within two weeks of receipt. In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response, not more than 2 weeks later.

The final response will contain details of actions taken during the investigation, the findings and resolution.

If at any time you are not satisfied with how we are handling your complaint, you may refer your case to APHC to request mediation, by telephoning 0121 711 5030.

This policy will be reviewed on an annual basis and when required by the business needs and requirements.

Policy Reviewed: 9th January 2024

Reviewed By: Mike Dewey Managing Director

Signed: Mike Dewey