Complaints Policy

COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions we recognise that there may be times where our customers may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

In the event there is anything you are not completely satisfied with, please contact us immediately in order that we can address any issues as soon as possible. Either call us on 01989 218328 or write to us at Green Man Stoves, The Forge, Weston-under-Penyard, Ross-on-Wye, Herefordshire HR9 7NX or email us at info@greenmanstoves.co.uk.

1. a) Please provide the detail of your concern.
2. b) Please provide photos of anything you are concerned about.
3. c) Please provide the name, details and qualifications of any third party you have sought advice from

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

1. The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
2. You are able to complain to our Competent Persons Scheme HETAS by calling them on 01684 278170, writing to them at HETAS Ltd, Severn House, Unit 5 Newtown Trading Estate Green Lane, Tewkesbury, Gloucestershire GL20 8HD or emailing them at info@hetas.co.uk