Glasgow Boiler Repairs Complaint Policy 

Complaints Policy

COMPLAINTS POLICY

At Glasgow Boiler Repairs, we will always endeavour to provide the best service.  However, on rare occasions, there may be times when a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after completing 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.

Contact the business immediately with any concerns by phone, email or writing. If writing, get proof of posting.

Business Complaint Procedure

Upon receipt of your complaint, the business aims to respond within five 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 cannot 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 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.

At Glasgow Boiler Repairs, we care about our customers and deal with any complaints promptly. To date, we have not yet received any customer complaints; the reason why we take care of your home or business and if there is an issue with a service, we have provided we come back out to rectify the same day or worst case scenario within 48 hours, on some occasions we will have one of our customers call to call to say their boiler is not working again after we have fitted a part, this can sometimes happen with intermittent faults on boilers, but if this happens, we will come back out within 48 hours and examine the boiler again to find out what part is required. You will not pay for any parts that have been misdiagnosed. We do not take any payment until you are satisfied with our service. In the unfortunate case, we cannot resolve your issue. We promise we will not take a penny, which is why we have so many happy customers on our Google review page.