At JLS Heating & Electrical LTD, we are committed to delivering high-quality plumbing, heating, and electrical installation and repair services to all our customers. We aim to complete every project quickly, fairly, and professionally. However, we recognise that on rare occasions, things may not go as planned. If you are not entirely satisfied with any aspect of our service, materials, or workmanship, we want to hear about it. **We will use your feedback to improve how we do things in the future.** This document outlines how you can raise a complaint and how we will work to resolve the issue efficiently and effectively.
2. How to Make a Complaint
If you have a concern or are unhappy with our service, please contact us directly as soon as possible through any of the following channels: • By Telephone: Call us on 07477632432. • By Email: Send details of your complaint to [email protected]. • By Post: Write to our registered office address: Complaints Manager JLS Heating & Electrical LTD Baulks Yard, Bow Street, Langport, England, TA10 9PJ
3. Information We Require
To help us investigate and resolve your complaint effectively, please provide the following details when you contact us: • Your full name, telephone number, and email address. • The property address where the heating or electrical work was carried out. • The reference number or date of the original invoice or installation. • A clear, descriptive summary of the problem. • Any supporting evidence, such as photographs, engineer notes, or relevant documents. • Your preferred outcome or how you believe the issue can be fairly resolved.
4. Our Investigation Process and Timelines
We take all complaints seriously and handle them objectively, following a structured process to ensure fairness.
JLS Heating & Electrical LTD | Registered in England & Wales No. 09444570 Page 1 of 2
Step 1: Acknowledgement
Upon receiving your complaint, we will record it internally and issue a formal acknowledgement to you within 2 working days to respond effectively. This will confirm that we are looking into the matter and provide a main point of contact.
Step 2: Thorough Investigation
An authorised representative independent of the issue will conduct an objective review. This involves reviewing job files, invoices, engineer logs, interviewing technicians, and assessing workmanship against trade standards.
Step 3: Site Assessment (If Required)
If technical workmanship or a physical defect is involved, we may arrange a site visit: • Free of Charge: If related to our original work. • Chargeable: If caused by pre-existing issues or external factors (clarified before arrival).
Step 4: Final Written Response
We aim to provide a comprehensive final written response or formal resolution proposal within 10 working days for standard issues. A final resolution or 'deadlock letter' will be issued no later than 8 weeks from the date logged.
5. Alternative Dispute Resolution (ADR)
We hope to resolve all issues directly with you. However, if we are unable to reach a mutually satisfactory resolution, or if we have issued a 'Letter of Deadlock' indicating we have exhausted our internal complaints process, you have specific escalation rights: • The MCS Complaints Process: If you remain unhappy with the outcome of your complaint regarding renewable technologies (such as Solar or Storage works), we will explicitly signpost you to the MCS complaints process for formal escalation. • Alternative Dispute Resolution (ADR): If a resolution that you both agree on cannot be reached through the internal process or the MCS complaints process, we explicitly commit to taking part in Alternative Dispute Resolution (ADR) with our approved provider to arbitrate fairly. • Competent Person Schemes / Trade Associations: If your work was registered under other industry bodies (such as NAPIT for electrical installations or Gas Safe Register for gas work), you can file a technical compliance complaint directly with them. • Domestic Consumer Contracts: Independent bodies like UtilitiesADR or an approved Ombudsman service can facilitate independent mediation and rule impartially on your case. JLS Heating & Electrical LTD — Customer Complaints Procedure
JLS Heating & Electrical LTD | Registered in England & Wales No. 09444570
