We can proudly say we have never received a complaint. However, we want to have all the steps in place and clearly outlined. We want our customers to feel confident that they will be fully protected should the unlikely situation arise and we can’t resolve it between ourselves.
GasSmart offers a policy in respect of customer complaints. This policy is to attempt to bring about a mutually agreeable conclusion to any issues that may have arisen between you, the customer and GasSmart.
The first stage if you wish to make a complaint is to contact us and put your concerns in writing. This gives us an opportunity to resolve the matter with you. You will appreciate that we may not be aware of any issue you may have and so once notified of this, we may be prepared to resolve the situation to your full satisfaction.
When putting your concerns in writing please be precise about the exact issues you have, when these occurred and what rectification you would like. This will aid us in deciding how best to resolve the situation. So that we can look into your complaint, please provide to us the following information:
– Your name, address, e-mail address and best contact number.
– The date and location(s) where the complaint incident took place.
– What services were provided and whether you have paid for the services at the time of making the complaint.
– The nature/basis of your complaint.
– The outcome you would like to see in order to resolve your complaint.
You can contact us in the following ways:
1) By post:
GasSmart
15 Craddock Road,
Enfield,
EN1 3SR
2) By email:
mark@gassmartltd.co.uk
3) Via our website contact page:
Complaints policy
We shall
1. Acknowledge all complaints and offer a course of action to the Customer within 28 days for all complaints.
2. Not refer the Customer to subcontractors or manufacturers to resolve the complaint.
3. If agreed by the Customer, carry out such remedial action within eight weeks from the date of the Customer Agreement.
4. Endeavour to settle complaints amicably with the Customer.
5. Offer Customers full details of why a complaint will not be upheld if relevant.
6. If complaints cannot be resolved between you and the Customer, cooperate with an independent ombudsman and comply with any decision in relation to the complaint.
In the circumstance that you are still unsatisfied with the outcome of this complaint procedure, you will still be able to follow the available remedies under English law, if you so wish.
We must advise that we cannot become involved in any complaint if:
1) Any matter has already resulted in a claim being submitted to any Court in the UK for resolution or any other dispute resolution service and irrespective of whether the Court proceedings are ongoing or has been adjudicated;
2) If any incident has already resulted in a claim being submitted to an insurance company, either yours or the member sweeps, for resolution, irrespective of whether this claim is ongoing or has been decided and
3) If any matter has been referred by either party to the police.
