Complaints Policy

Complaints Policy
R W Yuile Plumbing Heating Gas Services Ltd
At R W Yuile Plumbing Heating Gas Services Ltd, we are committed to providing high-quality
plumbing, heating and gas services. However, if something goes wrong, we want to hear from you so
we can resolve the issue promptly and fairly.

1. Our Commitment
   We take all complaints seriously and aim to:
   Treat complaints professionally and respectfully
   Investigate concerns thoroughly
   Resolve issues as quickly as possible
   Use feedback to improve our services
2. How to Make a Complaint
   If you are unhappy with any aspect of our service, please contact us using the details below:
   R W Yuile Plumbing Heating Gas Services Ltd
   Email: info@rwyuileplumbingandheating.co.uk
   Telephone: 07961756990
   Address: 10 Muir Drive, Larbert, FK5 4XG
   Please provide:
   Your name and contact details
   Details of the work carried out
   A clear description of your complaint
   Any supporting information or photographs (if applicable)
3. What Happens Next
   We will acknowledge your complaint within 3 working days.
   We will investigate the issue promptly.
   We aim to provide a full response within 14 working days.
   If we need more time to investigate, we will keep you informed.
   R W Yuile
   Plumbing Heating Gas Services Ltd
   10 Muir Drive
   Larbert
   FK5 4XG
   07961756990
   info@rwyuileplumbingandheating.co.uk
   www.rwyuileplumbingandheating.co.uk
4. Resolution
   Where a complaint is upheld, we will take appropriate action which may include:
   Returning to rectify the work
   Offering a repair or replacement
   Providing a partial or full refund (where appropriate)
5. Further Action
   If you remain dissatisfied after we have responded, you may wish to seek independent advice or
   contact the relevant trade or regulatory body (if applicable).
6. Finance Related Complaints
   On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue
   with a product purchased via finance and we have been unable to resolve your issue, please contact
   TradeHelp Ltd using the following details:
7. Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
8. Telephone: 01978 666887
9. E-mail: info@tradehelp.co.uk
10. If your complaint relates to the finance linked to your purchase you can still let us know about this,
    but we will forward it on to your credit provider. Your credit provider will acknowledge your
    complaint and investigate it thoroughly and issue their response within eight weeks.
11. What to do if you can’t reach an agreement:
    If you are not satisfied with the lender’s response to your complaint relating to the finance
    agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must
    contact them within six months of the date of the lender’s final response letter to you.
    They can be contacted in the following ways:
12. Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
13. Telephone: 0300 123 9 123
14. E-mail: complaint.info@financial-ombudsman.org.uk
15. Further details can be found on the Financial Ombudsman Service website: www.financialombudsman.org.uk
    Registered in Scotland SC735307 VAT registration number 416002058
16. On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
17. Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
18. Telephone: 01978 666887 E-mail: info@tradehelp.co.uk
19. If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
20. What to do if you can’t reach an agreement:
21. If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
22. They can be contacted in the following ways:
23. Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR · Telephone: 0300 123 9 123 · E-mail: complaint.info@financial-ombudsman.org.u
24. Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk