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
Complaints Procedure
Any complaint verbal or written, including electronically, will be referred to our complaint's manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also:
-Record details of the complaint on our system immediately
-We will not delay your complaint by asking you to write to us about your complaint
-We will acknowledge the complaint in writing promptly
-We will make contact to seek clarification on any points where necessary
-Fully investigate the complaint
-Keep you informed of our progress
-Discuss with you our findings and proposed response
-Provide clear deadlines to respond
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
AOS Energy Efficient Heating Systems customers may express dissatisfaction to us about our products and services. We will need to establish whether or not the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.
Final response
This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Complaints Settled within 3 business days
Complaints that can be settled to the customer's satisfaction within 3 business days can be recorded and communicated differently.
Where we consider a complaint to be resolved to the customer's satisfaction under this section, we will promptly send a 'Summary Resolution Communication', being a written communication from which:
(1) Refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction.
(2) The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
(3) Provide the website address of the Financial Ombudsman Service; and
(4) Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, the firm may also use other methods to communicate the information where:
(1) We consider that doing so may better meet the customer's needs; or
(2) They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.
Closing a complaint
We will consider a complaint closed when we have made our final response to the customer.
Last updated: August 2023