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Gas Safe Register

Gas Safe Register is the official gas registration body for the UK, Isle of Man and Guernsey, appointed by the relevant Health and Safety Authority for each area. By law all gas engineers must be on the Gas Safe Register.

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Complaints Policy

What can you do if you wish to complain?

We are committed to exceeding your expectations. We use feedback from complaints and customer queries to drive continuous improvements in our business processes and procedures. We realise, however, that sometimes things can go wrong. If they do, we have a complaints procedure which is outlined below.

Step One: Contacting us

Get in touch with us and tell us what has gone wrong. The easiest way is to give us a call on Freephone 0800 91 54321 and speak to Customer Care, or you can contact us by email at [email protected] or by post to:
Help-Link UK Ltd trading as HomeServe, Customer Care Department, 3310 Century Way, Thorpe Park, Leeds, LS15 8ZB.

Step Two: What we’ll do

We will always try to resolve your complaint as soon as we receive it. However, sometimes your case may be more complex or involve a number of issues and we may need time to investigate. If it’s complex we will send you a written acknowledgement of your complaint receipt within 5 working days.

Step Three: Our response

We will let you have a full response, or in the unlikely event we are not in a position to provide a response, an explanation and an update will be provided within 8 weeks of us receiving your complaint. If after receiving our final response you remain dissatisfied you have the right to refer your complaint to the Financial Ombudsman or our Alternative Dispute resolution provider “Dispute Resolution Ombudsman”. Please refer to www.financial-ombudsman.org.uk/faq/answers/complaints_a2.html for information on the types of complaints the Financial Ombudsman may consider and www.trustedtraders.which.co.uk/about/faqs-for-consumers/ for information on for details how our which? trusted trader accreditation may give you access to Dispute Resolution Ombudsman.

Step Four: The Ombudsman

We will always endeavour to resolve complaints for our customers, however if upon receipt of our final written response you wish to have your complaint reviewed by the Financial Ombudsman you can do so up to six months after receipt of our final response (where relevant) or you may wish to have your complaint reviewed by the Dispute Resolution Ombudsman you can do so up to twelve months after receipt of our final written response. Please note that you may need to assess which Ombudsman is best suited to handle your complaint by referring to their website or respective advisors for guidance.

The contact details are:

The Financial Ombudsman Service, Exchange Tower, LONDON, E14 9SR
Tel: 0800 023 4567 or, from a mobile, 0300 123 9123
Email: [email protected]

Dispute Resolution Ombudsman Second Floor 3-4 Viewpoint O ce Village, Babbage Road, Stevenage, Hertfordshire SG1 2EQ
Tel: 0333 241 3209
Email: [email protected]

HLPMO011 HomeServe Complaints Policy | V1.1 | Oct 2018