How To Make A Complaint

Please contact Ford Plumbing & Heating Ltd and provide your full name, address and telephone number, any relevant reference number or previous correspondence, and a clear description of your complaint.

You can contact us by telephone on 01993 866145 or by email at info@fordplumbingandheating.net. If you need us to communicate with you in a different format, please let us know and we will do our best to accommodate this.

What Happens Next

We aim to resolve complaints as quickly as possible. Where we cannot resolve your complaint straightaway, we will write to you within three business days to explain why it has not yet been resolved, confirm who is handling it and tell you when we will contact you again.

We will keep you informed while we investigate. If we cannot agree a solution within eight weeks of receiving your complaint, we will write to explain the reason for the delay and when we expect to provide a final decision, or we will issue our final response explaining our position.

Complaints About A Purchase Made Using Finance

If your complaint relates to a product or service purchased using finance and you remain dissatisfied, or a final response has not been issued within eight weeks, you may have the right to refer the complaint to the credit provider and/or the Financial Ombudsman Service.

If we have been unable to resolve an issue concerning a product purchased using finance, you can also contact TradeHelp Ltd:

• Post: Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT
• Telephone: 01978 666887
• Email: complaints@tradehelp.co.uk

If your complaint relates specifically to the finance agreement, it may be forwarded to the relevant credit provider for investigation and response.

Financial Ombudsman Service

If you are dissatisfied with the broker's or lender's final response to a complaint about the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. This normally needs to be done within six months of the date of the final response.

• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• Website: Financial Ombudsman Service