SHS Heating and Renewables Ltd

If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Services Team with your details and a description of your problem. We are here for you Monday to Friday from 9.00am-4.00pm.

Call us: 01555 728473

Email us: info@shsheating.co.uk

Write to us: 10 High Street, Carluke, ML8 4AJ

However, you contact us, we will:

• Let you know we’ve received your query
• Tell you who will be responsible for investigating along with their contact details
• Endeavour to deal with the complaint and report our findings clearly to the customer within ten working days of receiving the complaint.
• Where appropriate we will arrange to inspect the customer’s system within five working days of receiving the complaint and within twenty-four hours of receiving the complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint.
• The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction.
• Where the timescales for any agreed actions cannot be met, the customer shall be kept informed of the reasons for the delay and new timescales agreed.
• Where we are not able to resolve any complaints received from domestic customer, the customer shall be informed that they should direct their complaint to the RECC administrator.
• Where a complaint is referred to the RECC administrator we are required to co-operate with any mediation being carried out between ourselves and the customer.
• In the event that the complaint cannot be resolved with the assistance of the RECC administrator’s complaint handlers, either ourselves or the customer may request to use the mediation, and then the RECC’s Renewable Adjudication Service set out in sections 9.2.1 and 9.1.3 of the Consumer Code.  We will direct the customer to the RECC dispute resolution process which can be accessed via the RECC website, consumers tab, then the ‘How to Complain’ section of the RECC website.
• Should mediation not work, we must comply with any request by the customer to refer to the Renewable Adjudication Service.  Findings from this service are final and binding, if accepted by the customer.