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Complaints

Complaints

AOS Energy Efficient Heating Systems Limited is committed to providing a quality service for its customers. One of the ways we can continue to improve our service is by listening and responding to the views of our customers and in particular to responding positively to complaints and do our best to respond as quickly as possible and put matters right if we can.

If you wish to make a complaint about any of our services, you can let us know by:

Post
AOS Energy Efficient Heating Systems Limited
Hammond Lodge
Hammondstreet Road
Cheshunt
Herts
EN7 6PS

Email
info@aosheating.co.uk

Phone
0800 028 28 23

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally then a formal complaints procedure should be followed.

We define a complaint as 'any expression of dissatisfaction (with AOS EEHS Ltd or with a member of staff) that relates to the Company and that requires a formal response.

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Once we have received your complaint we will acknowledge receipt by email or letter within 5 days to confirm we have received it and let you know who will be dealing with this and the timescale we endeavour it will take to provide you with a full written response.
The timescale should be no longer than two weeks, however if your complaint is complex it may take a little longer but we will keep you updated by phone, letter or email.

All complaints are taken seriously and will be thoroughly investigated to ensure the all facts have been taken into consideration before we provide you with our reply.

If you are unhappy with the outcome you can ask for your complaint to be seen by a Director.

If you still feel that your complaint has not been resolved, you can take your complaint to one of the following organisations depending on the nature of the complaint.

Gas Safe Complaints (Boiler & Heating Systems)
Gas Safe - 0800 408 5500

Air Source Heat Pump Complaints
MCS - 0333 103 8130
RECC - 020 7981 0850

Finance
FCA - 0800 111 6768

Financial Ombudsman Service
By post;
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone; 08000234567 - free for people phoning from a landline
03001239123 - free for mobile phone users
Email: complaint.info@financial-ombudsman.org.uk