1. Our Commitment
Heat Cool Pros is committed to providing a professional, honest and high-quality service.
We understand that concerns may occasionally arise. Where this happens, we aim to deal with
complaints fairly, reasonably and in a structured way.
This procedure is designed to give Heat Cool Pros a fair opportunity to investigate, inspect and
resolve any genuine complaint before matters are escalated further.
2. How to Raise a Complaint
Complaints should be submitted in writing as soon as reasonably possible after the issue becomes
known.
The complaint should include customer name, property address, contact details, date of works,
invoice or quotation reference where available, a clear description of the issue, supporting evidence
where available and details of the outcome sought.
3. Timeframe for Raising Complaints
Customers should raise complaints as soon as reasonably possible.
Customers should notify Heat Cool Pros of any concerns within a reasonable period after
discovering the issue. Delays in reporting may affect our ability to investigate, verify or remedy the
matter.
Delays in reporting an issue may affect Heat Cool Pros’ ability to inspect, verify or remedy the
matter, particularly where further use, third-party interference, accidental damage or lack of
maintenance may have affected the works.
4. Acknowledgement
Heat Cool Pros will normally acknowledge receipt of a written complaint within five working days.
Acknowledgement does not constitute acceptance of liability.
5. Investigation Process
Heat Cool Pros reserves the right to review quotations, invoices, records, photographs,
communications and supporting information, request further information and arrange inspections
where appropriate.
If reasonable access is not provided, Heat Cool Pros reserves the right to suspend investigation of
the complaint until adequate access is made available.
6. Right to Inspect Before Third-Party Works
Customers should provide Heat Cool Pros with a reasonable opportunity to inspect any alleged
issue before instructing another contractor. This does not affect a customer’s legal rights.
7. Third-Party Interference
Heat Cool Pros may not be responsible for issues caused or worsened by third-party works,
customer alterations, misuse, lack of maintenance, accidental damage, hidden faults, manufacturer
defects, wear and tear or failure to follow advice provided.
8. Emergency Situations
Customers should take reasonable steps to make situations safe and retain evidence where
emergency action is required. Liability will not be accepted without proper investigation.
9. Opportunity to Remedy
Where a complaint is found to be valid and relates to work carried out by Heat Cool Pros, an
appropriate remedy may be considered including explanation, inspection, remedial works,
replacement, adjustment, refund or referral to a manufacturer warranty.
Where equipment, components or materials are covered by a manufacturer warranty, any remedy
may be subject to the terms, conditions and limitations of the manufacturer’s warranty scheme.
10. Fraudulent, Exaggerated or Misleading Claims
Heat Cool Pros reserves the right to reject dishonest, misleading or exaggerated complaints and
retain evidence, seek recovery of monies owed and refer matters to insurers, legal advisers,
payment providers or authorities where appropriate.
11. Payment Disputes and Chargebacks
Customers should use this procedure before raising chargebacks or payment disputes. Heat Cool
Pros may provide relevant evidence to payment providers or authorities where necessary.
12. Customer Responsibilities
Customers are expected to act honestly, provide accurate information, cooperate with
investigations, provide access, preserve evidence, mitigate further damage and communicate
respectfully.
13. Abuse, Threats and Unreasonable Behaviour
Heat Cool Pros will not tolerate abusive, threatening, aggressive, discriminatory, harassing or
intimidating behaviour and may restrict communication, suspend attendance, withdraw services or
report matters where appropriate.
14. Social Media, Reviews and Public Allegations
Customers are encouraged to allow Heat Cool Pros a fair opportunity to investigate concerns
before publishing allegations online. False or misleading statements may result in appropriate
action being considered.
15. Complaint Outcome
Following investigation, Heat Cool Pros may uphold, partially uphold or reject a complaint, offer
remedial works, provide an explanation, offer a goodwill gesture or refer matters to a third party.
16. Record Keeping
Heat Cool Pros may retain records, communications, photographs, videos and investigation
materials for business, insurance, legal and regulatory purposes.
17. Legal Rights
Nothing in this procedure removes or limits legal rights that cannot be excluded under UK law.
18. Review of Procedure
This procedure will be reviewed periodically and updated where necessary.
19. Contact Information
Heat Cool Pros
Email: admin@heatcoolpros.co.uk
Telephone: 020 8059 9566
Website: www.heatcoolpros.co.uk
Approved by: Heat Cool Pros Management
Gas Safe Register No: 940778
F-Gas Registration No: FGAS3026159
Document Version: 1.1
Review Frequency: Annually