Complaints Procedure

Your views are important to us. If we don’t deliver the high standard of service you should expect, or if we make a mistake, we want to know. We take every complaint seriously, we’ll investigate it fully, and we’ll try to put things right as quickly as possible.

This page explains how to raise a complaint, how we’ll handle it, and what to do if you’re not satisfied with our response.

How we handle complaints:

Step 1

Tell us about your complaint

Please get in touch as soon as possible. To help us deal with your complaint
quickly, please give us:

• Your full name, address and telephone number
• Your job, quotation or account reference, if you have one
• Details of any previous correspondence you’ve had with us
• A description of your complaint, and what you’d like us to do to put it right

Wherever possible we’ll give you an answer straight away. If we can’t, we’ll take full
details from you, arrange for your complaint to be investigated, and let you know who’s dealing with it.

• In writing: 2 James Whatman Court, Turkey Mill, Maidstone, Kent ME14 5PP
• By phone: 01622 749 700
• By email: info@artonheat.co.uk

Step 2

How we’ll investigate and respond

We’ll always try to resolve your complaint straight away. If it needs a more
detailed investigation, we’ll acknowledge it promptly (normally within five working days) and aim to give you our final response within four weeks.

If for any reason we can’t respond within four weeks, we’ll contact you to explain why
and let you know how long our investigation is likely to take. We’ll keep you updated throughout, and provide our final response as soon as we can.

Step 3

If you’re still not satisfied

We hope it never comes to this. However, if your complaint relates to consumer
finance arranged through us (we’re authorised and regulated by the Financial
Conduct Authority as a credit broker, FRN 1005395), and you’re unhappy with our
response – or eight weeks have passed since you first complained without us issuing a final response – you may be able to refer your complaint to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service Exchange Tower, London E14 9SR

By phone: 0800 023 4567

By email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk(external link)

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

Complaints about our work. The Financial Ombudsman Service deals with complaints
about regulated financial activities, such as the finance arranged through us. Complaints about our plumbing, heating or installation work are handled by us under Steps 1 and 2 above. If you remain unhappy, please ask us and we’ll explain any further options available to you.

Arton Plumbing & Heating Ltd is authorised and regulated by the Financial Conduct Authority
(FRN 1005395). We’re a credit broker, not a lender. Registered in England & Wales, Company No. 12237142.
Registered office: 2 James Whatman Court, Turkey Mill, Maidstone, Kent ME14 5PP.

If you bought your insurance online, you can also register your complaint with the Online Dispute Resolution(external link)website, which has been set up by the European Commission.