Complaints Procedure - JML Heating Ltd

Last updated: 2/12/25

1. Our Commitment

JML Heating Ltd is committed to delivering high‑quality boiler installation, servicing and heating support. We aim to resolve any issues quickly, fairly and professionally. This Complaints Procedure explains how you can raise a concern and how we will handle it.

2. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using one of the following methods:

Email:info@jmlheating.ukWebsite:www.jmlheating.uk

• Your name and contact details

• The address where the work was carried out

• A clear description of the issue

• Any supporting photos or documents

• Your preferred method of contact

This helps us investigate your complaint efficiently.

3. What Happens Next

3.1 Acknowledgement

We will acknowledge your complaint within 2 working days.

3.2 Investigation

A member of our team will:

• Review your complaint

• Check any relevant job notes, photos or engineer reports

• Contact you if further information is needed

3.3 Response

We aim to provide a full written response within 10 working days. If the issue is complex and requires more time, we will keep you updated.

4. If a Visit Is Required

If the complaint relates to workmanship or a technical issue, we may arrange for an engineer to visit your property. This visit will be:

• Free of charge if the issue relates to our work

• Chargeable if the fault is unrelated, pre‑existing, or caused by system condition

We will always explain this before attending.

5. If You Are Not Satisfied

If you are unhappy with our final response, you may request that your complaint is escalated.

We will provide a further written response within 10 working days.

6. Alternative Dispute Resolution (ADR)

If you remain dissatisfied after our internal process, you may be able to refer your complaint to an independent Alternative Dispute Resolution (ADR) body, depending on the nature of the work carried out.

7. Continuous Improvement

All complaints are logged and reviewed regularly to help us improve our services, training and customer experience.

8. Contact Us

If you have any questions about this Complaints Procedure, please contact:

JML Heating Ltd Email: info@jmlheating.uk Website: www.jmlheating.uk