Customer Complaints Policy

CUSTOMER 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.

a) Please provide the detail of your concern.
b) Please provide photos of anything you are concerned about.
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.

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.
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

What our customers have to say:

"We are delighted we used Green Man Stoves. From the showroom and specialist advice on how to choose the right stove for our large room to the inspection and fitting, the whole process couldn't have been better, smoother or simpler. We'll definitely be recommending you as the knowledge, choice of product and efficient installation service were great. James' knowledge is very detailed and he couldn't do enough for us. We also looked at the brilliant reviews from other customers. No wonder Green Man Stoves has won the Business of the Year Award twice - here's to the third!!"

MS , 23 Jul 2021

"We have had our chimney swept by GMS for the past few years. Really good service, I cannot think of anything that could be improved, efficient, tidy and not a silly price."

HR , 6 Jul 2023

"Good installation many years ago and returned last week to adjust stove position and re-seal collar to connect stove to flue. Giving all customers a good booklet on how to operate stove efficiently with wood fuel (I knew how because I am closely involved in firewood production, but it is timely to see it going to everyone with a wood-burning stove)."

NH , 11 Mar 2022

"I'm very happy with the service we have received from Greenman Stoves throughout the process of buying and fitting the stove. Your staff were always prompt, efficient and engaging as, indeed, was Alan last week. "

TP , 7 Oct 2021

"We originally purchased two log burners from Greenman Stoves many years ago. We had an excellent service then and continue to do so with the annual service on the stoves keeping them in tip top condition. All of the staff are very helpful and professional giving any advise needed, the flu’s are swept with no mess whatsoever ending with a written report and at a very reasonable price."

MC , 1 Jan 2022

"Absolutely delighted with my Purevision 5 inset stove fitted by Green Man Stoves. From the first contact via the online enquiry form, Nicola and her team have made it all so easy. After the initial survey, I was given details of several different options. Alan and Adam were clean and tidy during installation and gave me a tutorial on how the stove worked. A couple of weeks on and several fires later, me and my dogs love it and it has made a big difference to my house."

CG , 10 Apr 2023

Customer Complaints Policy

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