We value the business that our customers entrust us with but recognise that sometimes things go wrong. You have no need to worry because we will always put it right. DPL recognise that a formal complaints procedure can ensure a final resolution to any problem or dispute with the ultimate option of referring complaints to our trade association, the HVCA.
 

COMPLAINTS POLICY

The policy of our organisation is to deal with all customer complaints fairly. To achieve this we have implemented the following procedures within our business:

1. All complaints are recorded in writing which will include details about the date when the complaint was received, the action required to resolve the complaint and the date when the action will be completed. Intermediate discussions about the complaint will also be recorded.

2. Any complaint will be acknowledged in writing to the complainant confirming that it is being dealt with in accordance with our complaints policy.

3. We undertake to investigate any complaint properly and fairly.

4. We will respond to all complaints within a period of three working days.

5. Where we find that any work is required or action needed to resolve the complaint then the work or action will be undertaken in the shortest possible time.

6. Where it is impractical to resolve the complaint to the satisfaction of the customer, the complaint may be referred to our trade association, the Heating and Ventilating Contractors’ Association for assistance.

The named person below has overall responsibility for dealing with all complaints:

Peter Rogers

Managing  Director

COMPLAINTS PROCEDURE

If you wish to complain you can contact any member of our organisation by phone, e-mail, letter or in person. All complaints will be dealt with seriously and always passed to a Director who will follow the procedure to ensure that the issue can be dealt with as soon as possible.

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