Complaint Policy for Boiler Today Ltd
Effective Date: 13/05/2025
Our complaint policy ensures every concern about Boiler Today‘s plumbing, heating, or electrical services is handled fairly, promptly, and transparently. While we strive for complete customer satisfaction, this complaint policy outlines how you can raise issues and how we work to resolve them with professionalism and care.
1. **What Is a Complaint?
A complaint is any expression of dissatisfaction regarding our services, pricing, scheduling, communication, or the behaviour of our engineers or staff. It may relate to:**
- Service quality or completion
- Missed appointments or delays
- Invoices or charges
- Communication issues
- Workmanship or materials used
2. How to Make a Complaint
You can submit your complaint using one of the following methods:
By Email:
📧 [email protected]
By Phone:
📞 01892 313 123 (Available Mon–Sat, 9am–6pm)
By Post:
📬 Boiler Today Ltd
7 Yew Tree Road, Tunbridge Wells
Kent, United Kingdom
To help us resolve your complaint quickly, please provide:
- Your full name and contact details
- The address where the work was carried out
- The date of the work or service
- A clear description of the issue
- Any relevant photos, invoices, or documents
3. How We Handle Complaints
Stage 1 – Acknowledgement
We will acknowledge your complaint within 2 working days of receiving it.
Stage 2 – Investigation
A manager or team lead will review your complaint. This may involve:
- Speaking with the engineer(s) involved
- Reviewing our job records and notes
- Requesting further information from you
Stage 3 – Response
We will aim to provide a full response within 7 working days of acknowledging your complaint. If further time is needed due to the complexity of the issue, we will keep you informed of progress and expected timelines.
4. Possible Outcomes
Depending on the outcome of our investigation, we may offer:
- An explanation or clarification
- A formal apology
- A repair or rework of the service at no extra cost
- A partial or full refund
- Recommendations for future improvements
5. Escalation (Alternative Dispute Resolution)
If you are not satisfied with our final response, you may seek advice from an independent Alternative Dispute Resolution (ADR) provider or contact Citizens Advice Consumer Service:
Website: https://www.citizensadvice.org.uk/consumer
Phone: 01892 313 123 (Mon–Fri, 9am–5pm)
You can also escalate the complaint to the relevant trade body or certification body (e.g., Gas Safe Register or NICEIC) if the issue relates to safety or regulatory compliance.
6. Record Keeping
We keep a record of all complaints, their outcomes, and any action taken, to help improve our services.
7. Your Feedback Matters
We value your feedback – even if it’s negative – as it helps us to improve. Thank you for giving us the opportunity to put things right.
Boiler Today Ltd
Trusted Plumbing & Electrical Services Across Kent
📍 Serving: Tunbridge Wells, Maidstone, Sevenoaks, Tonbridge, Ashford, and surrounding areas