Complaints

Diamond Gas and Heating Ltd Complaints Procedure

We’re really sorry you’re not happy, we want to sort things out for you quickly.

At Diamond Gas and Heating every one of our customers is important to us, we want to resolve your complaint as fairly and swiftly as possible. We will deal with your complaint promptly and effectively in a positive manner.

Customers can contact Diamond Gas using the following methods

Telephone: 01329 234111

Email: enquiries@diamond-gas.co.uk

Post: Diamond Gas and Heating Ltd, Trafalgar House, 223 Southampton Road, Portsmouth, PO6 4PY

In Person: By appointment only.

We will acknowledge receipt of your complaint within 5 working days Diamond Gas will initially contact you either by telephone or email to discuss your complaint and agree to a plan to resolve the issue within 14 days if not sooner.

If we are unable to provide you with a final response within 14 days we may extend this to a timeframe of 8 weeks, if after this time we are still unable to provide you with a final response, we will write to you explaining our reasons and advise you of a date when you can expect a final response.

If more than 8 weeks have passed from the date of your complaint and you still have not received a final response, or you are dissatisfied with the final response you have received at any stage of the process, you have the right to contact the relevant OMBUDSMAN Service,

Website: www.disputeresolutionombudman.org

Email: info@disputeresolutionombudsman.org

Tel: 0333241 3209

Financial Ombudsman

The Ombudsman offers free, independent advice where the customer and business cannot reach a final resolution.

You must refer your complaint to the Financial Ombudman within 6 months of the date on the final response.

Or

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

Gas Safe

For unsafe gas installation you can report to http://www.gassaferegister.co.uk/help/make_a_complaint.aspx