Complaints Policy
Last updated: July 2026
1. Our Commitment
Heritage Heating Services Ltd works hard to give every customer a high standard of service. If something has not gone as it should, we want to hear about it. We treat every complaint seriously, look into it fairly, and use what we learn to improve. Making a complaint will never affect the way we treat you.
2. How to Make a Complaint
You can raise a complaint with us in whatever way is easiest for you:
- By phone on 0117 427 8963
- By email at info@heritageheatingservicesltd.co.uk
- By post to our registered address at Keynsham, Bristol, BS31 1RT
To help us look into things quickly, please include your name, the best way to contact you, the address where the work was carried out, and a description of what went wrong and how you would like it put right.
3. What Happens Next
We will acknowledge your complaint promptly, normally within five working days, and let you know who is dealing with it. We will then look into what happened, keep you updated, and give you a full response as quickly as we can. Most complaints are resolved well within eight weeks, and if we need longer we will explain why and keep you informed.
4. If You Are Still Not Happy
If you are not satisfied with our response, please tell us so we can take another look. We would much rather have the chance to put things right for you directly.
5. Complaints Relating to Finance
Heritage Heating Services Ltd (FRN 1058835) is an Introducer Appointed Representative of TradeHelp Ltd (FRN 697812), for the purpose of credit broking introductions only. We introduce customers to TradeHelp for finance, but we do not lend or carry out the credit assessment ourselves.
If your complaint relates to a finance introduction or agreement, TradeHelp Ltd is responsible as our principal, so the complaint will be handled under their complaints procedure. You can raise it with us and we will pass it on, or contact TradeHelp directly. If a finance complaint is not resolved to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, free of charge, at financial-ombudsman.org.uk.
6. Gas Safety Concerns
If your concern is about the safety of gas work, you can also contact the Gas Safe Register at gassaferegister.co.uk, which is the official body for gas safety in the UK.
7. Policy Review
We review this policy from time to time so that it continues to reflect how we handle complaints and support our customers.