Complaints Policy

At Blackpool Boiler Installations – Cooling & Renewables, we take pride in our reputation for trust and reliability. With over 500 5-star reviews and multiple industry awards, we are committed to delivering the highest levels of service.

If something does go wrong, we want to put it right quickly and fairly.

How to Make a Complaint

If you’re unhappy with any part of our service, please let us know straight away:

• Phone: 01253 422343
• Email: [email protected]
• Address: Blackpool Boiler Installations Ltd, Unit 5, Barons Court, Graceways, Blackpool, FY4 5GP

After contacting us, you will be asked to complete a Complaints Form so we have full details of your concern and can resolve it efficiently.

What Happens Next

1. Acknowledgement – We’ll confirm we’ve received your complaint within 2 working days.
2. Investigation – We’ll review what happened by checking job notes, records, communications, and speaking with any staff involved.
3. Resolution – Within 15 working days we’ll explain the outcome and, where needed, arrange:
• A revisit or repair at no extra cost
• A refund or partial refund where appropriate
• A clear explanation if the work or service was delivered correctly

If You’re Not Satisfied

If you are unhappy with our final response, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) body, as required by UK law. Full details will be provided upon request.

Your Rights

This policy does not affect your legal rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Our Promise to You

We will always:

• Treat your complaint seriously and fairly
• Ask for all the necessary details via our Complaints Form to avoid delays
• Keep you updated throughout the process
• Aim to resolve issues quickly with the least inconvenience to you

complaints relating to products purchased via finance,

“1a. Additional Complaints Wording Required”, If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or progress of the complaint, you have the right to refer your complaint to the credit provider/s and/or the Financial Ombudsman Service.

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: Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT Telephone: 01978 666887 E-mail: [email protected]

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.

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:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0300 123 9 123 E-mail: [email protected] Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk