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MAKE A COMPLAINT

It is the policy of Go Warm Heating Solutions Limited to provide a high-quality service to everyone we deal with. To do this, we need you to give us any comments about our service and to tell us when we get things wrong.

We want to help you resolve your complaint as quickly as possible. We treat any complaint as an expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

What is a complaint?

A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:

  • The standard of service we provide.
  • The behavior of our staff.
  • Any action or lack of action by staff affecting an individual or group.

Our complaints policy does not cover:

  • Comments about our policies or policy decisions.
  • Dissatisfaction with our policies or decisions about individual cases.
  • Matters that have already been fully investigated through this complaints procedure.
  • Anonymous complaints.

Our standards for handling complaints:

We treat all complaints seriously, whether they are made by telephone, by letter, or by email.

  • Customers will be treated with courtesy and fairness at all times.
  • We will treat all complaints in confidence within the company.
  • We will deal with customer complaints promptly:
    • We will acknowledge receipt of a complaint within seven working days (and inform the customer of our Complaint Handling Procedure and any additional procedures).
    • We will send you a full reply within eight weeks of receipt.
    • If we cannot send a full reply within eight weeks of receipt, we will tell you the reason why and let you know when we will be able to reply in full.

We will not treat customers less favorably than anyone else because of their:

  • Sex or marital status: this includes family status, responsibility for dependents, and gender (including gender reassignment, whether proposed, commenced, or completed).
  • Sexual orientation.
  • Color or race: this includes ethnic or national origin or nationality.
  • Disability.
  • Religious or political beliefs, or trade union affiliation.
  • Other unjustifiable factors, for example, language difficulties or age.

Third party reporting:

Complainants may wish to have a third party act on their behalf.

A third party is any person or organization acting on behalf of or making enquiries for the complainant.

Representatives may include:

  • Advice organizations.
  • Professionals such as social workers, community psychiatric nurses or doctors, solicitors, family members, or friends.
  • MPs and elected members of a local council. Customers’ own MPs and elected members are assumed to have consent to act and information can be disclosed in response to their enquiries.
  • Solicitors are legally empowered to act on behalf of the complainant and consent to disclose information is not required.

Where a third party is helping a complainant with a particular complaint and written authority is held to that effect, if the representative asks to be kept informed of progress on the complaint, all possible steps will be taken to ensure that this happens.

Confidentiality:

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018.

Statutory Rights:

Our complaints policy does not impair your statutory rights.

Vulnerable Customers:

We will take account of the needs of vulnerable customers, those with additional needs or special access requirements, when handling a complaint.

When dealing with vulnerable customers, we will:

  • Give choice and access – complaints can be raised in writing via the following methods:
    • Online Form (Preferred).
    • By Post: Complaints Department, Go Warm Heating Solutions Limited, 246-250 Romford Rd, London E7 9HZ
    • Email: complaints@gowarmheating.co.uk
  • Recognize vulnerability – when a complaint is raised, we will make every effort to establish if the customer is vulnerable and adjust our process accordingly.
  • Provide advice and support – take extra time to ensure the customer understands what they are applying for and how ECO works. If needs be, offer to talk the plan through with a third party with their

permission.

How to complain

You can make a complaint in several ways as listed above. Complaints can also be made in writing by email or letter.

If you are a customer of Go Warm Heating Solutions Limited, our contact details are:

If you have received an installation via the ECO scheme:

In the first instance, you should contact the energy company that provided the funding or Ombudsman Services: if your complaint has not been resolved within eight weeks, or if you are not happy with our response.

Ombudsman Services: Energy

Timescales

  • Within eight weeks: Make reasonable endeavours to investigate and resolve the complaint. Notify the customer of our decision in writing, giving reasons.
  • Where the complaint is made against one of our Installers or Assessors, we will obtain all necessary information from them and notify their Certification Body in writing.
  • Ensure the Installer or Assessor cooperates in the investigation.
  • Notify the customer in writing as soon as practicable if we believe the complaint should be handled by another Green Deal Organization.
  • Provide the customer with details of the Ombudsman Services: Energy or Certification Body.
  • If you are not satisfied with our decision, you may refer the complaint to the Green Deal Ombudsman service, and we will assist you in doing so, including referring the complaint to that ombudsman if the customer requests.

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex, it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.

We recommend you print out a copy of these terms and conditions for your future reference.