Complaints and Feedback

Help Us Improve Our Service

If we did not meet your expectations, or if you have suggestions on how we could improve our service, please let us know.

Every complaint or piece of feedback is taken seriously. As a family run business, we aim to provide a fair and satisfactory solution and continually improve our service wherever possible.

Please contact our Customer Service Manager on: 01628 533 550 or email info@redvanplumbers.co.uk.

Contact the Boss

Alternatively, you can provide feedback directly to the Managing Director, Gary Evans. Simply complete the form below. This form is private and goes directly to the Managing Director to review and action.

If you used our service this will help us find the details on our system
What can we do to provide a solution or in your opinion how can we make improvements to our company

Complaints Policy

Our Commitment

Heppelthwaite The Red Van Plumbers is committed to providing a high standard of workmanship and customer service.
If something has gone wrong, we want to put it right.

We take all complaints seriously and handle them in a fair, transparent and timely manner.

How to Make a Complaint

You can make a complaint by:

If your complaint relates to a specific job, please include the property address and any relevant job reference number so we can investigate quickly.

What Happens Next

  1. We will acknowledge your complaint within a reasonable timeframe.
  2. Investigate the matter thoroughly.
  3. Where appropriate, we may arrange a site visit.
  4. We will provide a written response outlining our findings and any proposed resolution.

We aim to resolve complaints as quickly as possible. More complex matters may require additional time.

Alternative Dispute Resolution

If we are unable to resolve your complaint using our internal complaints procedure, we use the Dispute Resolution Ombudsman for independent dispute resolution.

In the unlikely event that we cannot remedy your complaint to your satisfaction, you may refer the matter to them.
Details can be found at
www.disputeresolutionombudsman.org.

Consumer Rights

Nothing in this Complaints Policy affects your statutory rights under applicable UK consumer protection legislation.

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