Complaints Policy

ALE Plumbing & Heating Ltd

At ALE Plumbing & Heating Ltd, we are committed to providing high-quality plumbing, heating, and installation services across Harlech, Gwynedd, and North Wales. We value customer feedback and take complaints seriously, as they help us improve our service standards.

How to Make a Complaint

If you are unhappy with any part of our service, please contact us as soon as possible using one of the following methods:

• Phone: 07956 016963
• Email: ale1plumbingandheating@gmail.com
• Post: ALE Plumbing & Heating Ltd, Harlech, Wales

Please include:

• Your full name and contact details
• Your address (if relevant to the work carried out)
• A clear description of your complaint
• Any supporting documents, photos, invoices, or correspondence

Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it.

Step 2: Investigation

We will review the details of your complaint and may contact you for additional information. Where necessary, we may arrange a site visit to inspect completed work.

Step 3: Response

We aim to provide a full written response within 10 working days. If the matter is complex and requires more time, we will keep you informed of progress and explain the delay.

Step 4: Resolution

Where a complaint is upheld, we will work with you to agree a fair resolution. This may include:

• Corrective work
• Repair or replacement
• Partial refund where appropriate
• Further explanation of work completed

If You Are Not Satisfied

If you are not satisfied with our response, you may ask for the matter to be reviewed again by senior management.

If your complaint relates to regulated heating or gas work, you may also contact the relevant industry body where applicable, such as:

• Gas Safe Register
• OFTEC

(Where relevant to the service provided.)