Terms & Conditions

Terms & Conditions

Service & Call Out fees must be payed onsite when first attended via card, cash or bank transfer. The Call Out fee covers the first hour  of the attended visit. On all jobs undertaken by Heaton Gas & Heating Services Ltd, additional pre-existing faults may still exist after agreed work has been completed and will be charged as additional & agreed with customer. Boiler servicing does not guarantee any faults may not occur in the future but does ensure appliance is cleaned, safety tested and always left in safe condition. Additional works that may be required from first attending and after, are not covered by the set prices by Heaton Gas & Heating Services Ltd and will be quoted as additional work & agreed with the customer before being undertaken. All parts installed & supplied by Heaton Gas & Heating Services Ltd come with a 12 month guarantee parts & labour. 

 


Complaints Policy

 

 

 

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days. 

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

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