Complaints Policy

Complaints Policy

 

We will always aim to do our best but unfortunately there may be times when things go wrong. If you have a complaint about any part of our service we want to hear from you so that we can build improvements into our policies, processes and procedures.

Please telephone us on: 01823 253530

Or write to us at the following address:

Cornell-Davis Gas, Heating & plumbing Services

6 Charter Walk, Taunton, Somerset TA1 2AY

Or send an email to: ask@cornell-davis.co.uk

Alternatively, please use our online complaint form which can be found at http://cornell-davis.co.uk//index.php/about-us/grievances/complaint-form

We will always try to resolve your complaint as soon as we receive it. Where we can’t we will send you an acknowledgement of your complaint within 24 hours. We will work hard to resolve the problem as quickly and efficiently as possible. Where your case is complex or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by telephone or in writing, while we do so.

Our aim is to take no longer than 1 week (subject to severity of complaint) to deal with even the most complicated of complaints, so at the end of one week we will either let you have our final response with our decision on your complaint, or explain to you why we are still unable to give you our final response.

If you are unhappy with our final response you may be able to refer your complaint to the Government endorsed Trust Mark Scheme or the Gas Safe Register. The contact details are below:

 

Gas Safe Register

PO Box 6804

Basingstoke

Hants RG24 4NB

Tel: 0800 408 5500

email: enquiries@gassaferegister.co.uk

www.gassaferegister.co.uk

TrustMark

TrustMark House

5 Prisma Park, Berrington Way

Basingstoke, Hants RG24 8GT

Tel: 0333 555 1234

www.trustmark.org.uk