Complaints Policy

 

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

 

Reach Out

Either call us on 0207 326 5239

Or write to us at:

South Thames Gas, 62 Railton Road, Herne Hill, London SE24 0LF

(Please request proof of receipt if posting)

Or email us: general@souththamesgas.co.uk

We aim to respond within 10 days of receiving your complaint and where possible, provide you with a date to remedy any issued raised.

Where we are unable to resolve your complaint using our own complaints procedure, as  a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.

In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer to your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929 or via their website.

http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/