Customer Complaints Procedure

Company details

1. Purpose of this procedure

The purpose of this procedure is to provide a clear process for receiving, recording, investigating and resolving customer complaints.

It is designed to ensure that complaints are handled professionally and that customers are given a fair opportunity to explain the issue and provide relevant evidence.

2. Who this procedure applies to

This procedure applies to domestic customers, business customers, service users, account holders and service plan subscribers who use or interact with Quantech Servicing Ltd.

Unless separate written terms are agreed, the same complaints procedure applies to both domestic and business customers. Consumer statutory rights apply only where the customer is acting as a consumer.

3. What counts as a complaint

A complaint is an expression of dissatisfaction about our services, appointments, communications, billing, conduct or business processes where the customer expects a response or resolution. Formal complaints may include, but are not limited to:

• Poor workmanship or concerns about the standard of a service.
• Missed appointments, late arrival or appointment rearrangement issues.
• Engineer conduct or behaviour.
• Alleged damage to property.
• Billing, payment or refund issues.
• Service plan or monthly payment issues.
• Communication problems.
• Website or booking issues.
• Marketing or sales concerns.
• Data protection or privacy concerns.

4. General enquiries and service follow-ups

General enquiries, simple service follow-ups and routine requests will normally be handled outside this formal complaints procedure unless the customer clearly asks for the matter to be treated as a complaint or the issue cannot be resolved through normal customer service channels.

5. How to make a complaint

Complaints should be sent by email to info@quantechservicing.co.uk. Customers should include the following information where possible:

• Full name.
• Service address.
• Booking reference, if available.
• Appointment date.
• Engineer name, if known.
• A clear description of the complaint.
• Photos, videos, invoices, messages, appointment confirmations, payment receipts or other supporting evidence where relevant.

Providing complete information helps us investigate the complaint more quickly. If important information is missing, we may need to ask the customer for further details before we can complete our review.

6. Complaints made by phone or verbally

Where a customer raises a complaint by phone or verbally, Quantech Servicing Ltd may try to resolve the issue immediately where it is reasonable and practical to do so.

If the complaint cannot be resolved immediately, we may record the complaint internally and confirm the details by email so that there is a clear record of the issue and the next steps.

7. Acknowledgement of complaints

We aim to acknowledge complaints within 3 working days of receipt.

The acknowledgement will usually confirm that the complaint has been received, explain what information we may need, and provide an outline of the next steps.

8. Investigation process

We aim to investigate complaints and provide an initial response within 14 working days of receipt.

As part of the investigation, we may review appointment notes, engineer records, communications, invoices, payment records, service plan information, photographs, videos or other relevant evidence.

Customers may be asked to provide further information or allow reasonable access for inspection where this is necessary to investigate the complaint properly.

9. Complex complaints

Some complaints may require more time to investigate, particularly where the matter involves property damage, technical service issues, contractor review, insurance, gas safety concerns or external supplier information.

If more time is needed, Quantech Servicing Ltd will update the customer within 14 days, explain the reason for the delay and provide a new expected response date. We aim to provide a final response within a maximum of 30 days wherever reasonably possible.

10. Who reviews complaints

Complaints will be reviewed by a company director or by another appropriate senior representative appointed by Quantech Servicing Ltd.

Where a complaint relates to an engineer or contractor, the matter may be reviewed by management rather than by the individual who carried out the work. Internal staff, contractor or disciplinary matters will remain confidential.

11. Site visits, inspections and access

Where a complaint relates to workmanship, property damage, equipment, access or a service issue, Quantech Servicing Ltd must be given a reasonable opportunity to inspect the issue before deciding on a remedy.

The customer must provide reasonable access to the property, equipment and any relevant area so that we can investigate and, where appropriate, put the matter right.

Failure to provide reasonable access or information may delay the complaint investigation and may affect the remedies available.

12. Possible complaint outcomes and remedies

Where a complaint is upheld, Quantech Servicing Ltd may offer one or more appropriate remedies depending on the circumstances. These may include:

• An explanation or apology.
• A revisit to inspect the issue.
• Repeat performance of the service.
• Correction of defective work.
• A partial refund.
• A full refund.
• Account credit.
• Cancellation of a future appointment.
• A goodwill gesture.
• Staff retraining or internal action.

Where possible and appropriate, Quantech Servicing Ltd should be given a reasonable opportunity to inspect and put things right before a refund is considered.

Nothing in this procedure affects legal rights that cannot be excluded or limited. Under consumer law, services must be performed with reasonable care and skill, and remedies may include repeat performance or a price reduction where legal requirements are met.

13. Customer evidence

Customers should provide reasonable evidence where it is relevant to the complaint. This may include:

• Photos or videos.
• Copies of invoices.
• Messages or emails.
• Appointment confirmations.
• Payment receipts.
• Details of alleged damage.
• Any other information reasonably needed to understand and investigate the complaint.

Failure to provide reasonable evidence or information may delay the complaint investigation.

14. Property damage complaints

If a customer believes that property has been damaged by Quantech Servicing Ltd, an engineer or a contractor, the customer must report the issue as soon as possible and in any event within 24 hours of becoming aware of the alleged damage.

The customer should provide photos, videos and a clear description of the alleged damage. Quantech Servicing Ltd may need to inspect the property and may refer the matter to its insurer where appropriate.

The customer should not repair, replace, remove or alter the alleged damage before Quantech Servicing Ltd has had a reasonable opportunity to inspect it, unless urgent action is required to prevent further damage, ensure safety or comply with legal obligations.

15. Engineer conduct complaints

Quantech Servicing Ltd takes complaints about engineer or contractor conduct seriously.

Conduct complaints will be reviewed by management or a company director. Where appropriate, we may speak with the engineer, review appointment records, review customer communications and take internal action.

For privacy, employment, contractor and confidentiality reasons, Quantech Servicing Ltd may not be able to share details of any internal staff, contractor, HR or disciplinary action with the customer.

16. Missed appointments, delays and rearranged visits

Where a complaint relates to a missed appointment, late arrival or rearranged visit, Quantech Servicing Ltd may offer an apology, priority rebooking or another appropriate remedy.

Appointment times may be provided as estimated appointment windows rather than guaranteed exact arrival times. Travel conditions, appointment overruns, access issues and circumstances outside our reasonable control may affect arrival times.

Refunds for missed appointments, delays or rearranged visits will only be offered where appropriate in the circumstances and in line with the Refund, Cancellation & Cooling-Off Policy and applicable law.

17. Billing, payment and service plan complaints

Where a complaint relates to billing, payments, monthly payments or a service plan, Quantech Servicing Ltd will review invoices, payment records, service plan records and relevant communications.

Any genuine billing error will be corrected. Refunds, where due, will be made to the original payment method.

Customers must continue paying undisputed amounts while a complaint is being investigated.

Complaints about a monthly service plan do not automatically cancel the plan. The customer must continue making payments unless Quantech Servicing Ltd agrees otherwise or the law requires a different outcome.

Where a monthly service plan has a minimum 12-month term, that minimum term will continue to apply unless Quantech Servicing Ltd agrees otherwise, separate written terms apply, or the law requires a different outcome.

18. Refunds agreed as a complaint outcome

If a refund is agreed as the outcome of a complaint, Quantech Servicing Ltd will issue the refund within 14 days.

Refunds will be returned to the original payment method unless Quantech Servicing Ltd agrees otherwise.

19. Escalation process

If the customer is unhappy with the initial complaint response, they may request escalation within 7 days of receiving that response.

Escalated complaints should be sent to info@quantechservicing.co.uk and marked for the attention of a director.

The escalated complaint will be reviewed by a senior manager or director, and Quantech Servicing Ltd will aim to provide a final response within 14 days of escalation.

20. Final response

A final response will normally be sent by email and may include:

• A summary of the complaint.
• What was investigated.
• The decision reached.
• Any remedy offered.
• The reasons for the decision.
• Any next steps.
• External escalation or ADR information, where applicable.

21. External dispute resolution and ADR

Quantech Servicing Ltd is not currently a member of a trade body, ombudsman scheme, certification scheme or alternative dispute resolution scheme for customer complaints unless stated otherwise in writing.

If a consumer complaint cannot be resolved internally, Quantech Servicing Ltd will provide information about an appropriate ADR provider where required by law and will state whether it agrees to use that ADR provider to resolve the dispute.

Customers may also seek independent advice from organisations such as Citizens Advice or Trading Standards, where appropriate.

22. Gas safety and regulated safety concerns

Quantech Servicing Ltd uses contractors for gas boiler servicing where appropriate. Contractors are responsible for holding and maintaining their own relevant Gas Safe registration where required.

Where a complaint raises a gas safety concern, Quantech Servicing Ltd may raise the matter through the relevant contractor and their Gas Safe registration process where appropriate. Serious safety concerns may also be referred to the relevant safety or regulatory body.

23. Privacy and data protection complaints

Complaints about personal data, privacy, marketing preferences or data protection should be sent to info@quantechservicing.co.uk and will be handled in line with the Quantech Servicing Ltd Privacy Notice.

Privacy complaints may be subject to different legal response times and rights under UK data protection law.

24. Abusive or unreasonable behaviour

Quantech Servicing Ltd will not tolerate abusive, threatening, discriminatory, aggressive or unreasonable behaviour towards staff, engineers, contractors or representatives.

Where behaviour becomes abusive, unsafe or unreasonable, Quantech Servicing Ltd may pause communication, restrict the method or frequency of contact, require communication in writing, cancel appointments, or take other reasonable steps to protect staff, contractors and customers.

25. Complaint records

Quantech Servicing Ltd may keep complaint records for as long as necessary for legal, insurance, regulatory and business purposes.

Complaint records may include correspondence, appointment records, investigation notes, evidence supplied by the customer, decisions reached and remedies offered.

26. Business customers

This procedure applies to business customers as well as domestic customers unless separate written terms apply.

Business customers do not usually receive the same statutory consumer rights as consumers. However, Quantech Servicing Ltd may apply this complaints process to business customers as a matter of company policy.

27. Contact details

28. Changes to this procedure

Quantech Servicing Ltd may update this Customer Complaints Procedure from time to time.

The latest version will be published on our website and will apply from the date shown at the top of the procedure.