Aquatec NW Limited

Complaints Policy

Aquatec NW Limited is proud to deliver quality, reliable and innovative heating services. We work hard to provide exceptional skills, unique solutions and outstanding customer service to every customer that chooses to work with us.

Whilst our team aims to ensure that it is never the case, we acknowledge that occasionally you may not receive the standard of service expected. We rely on your feedback to help us improve and we appreciate comments that you may have. Should you wish to make a complaint, or otherwise to comment on our service, please contact:

Aquatec NW Limited, 222 London Road, Hazel Grove, Stockport SK7 4DA

0161 850 0858

info@aquatec-nw.co.uk

Please supply the following information:

  • Your full name, address and telephone number
  • Details of any previous correspondence you’ve had with us
  • Details of your problem or complaint
  • We will try to give you an answer there and then, but if this is not possible we will take full details from you and arrange for your complaint to be investigated.

What happens to your complaint?

All complaints are acknowledged same-day and logged on our system before being passed to one of our Directors for full investigation and resolution. It is our policy to resolve all complaints amicably within 28 days.

Where this is not possible we will provide you with a clear explanation of our position and let you know how long our investigation and proposed resolution may take.

You may wish to contact an independent Alternative Dispute Resolution (ADR) service to seek an impartial review of your complaint. You can find information about the Dispute Resolution Ombudsman, which offers free advice, here:

https://www.disputeresolutionombudsman.org/

0333 241 3209

Not happy with how we’ve handled your complaint?

We hope that you'll never have to do this, but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone:08000234567

By email:complaint.info@financial-ombudsman.org.uk

Website:www.financial-ombudsman.org.uk

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.