1. Introduction

At 1Point Plumbing and Heating, our priority is to provide a positive experience for all clients through reliable, high-quality services. However, we understand that there may be occasions where our service may not meet expectations. In such cases, we encourage clients to bring any issues or concerns to our attention so that we can address them promptly and efficiently. This Complaints Procedure outlines the steps for submitting a complaint, the process we follow to investigate and resolve it, and our commitment to ensuring customer satisfaction.

2. How to Submit a Complaint

If you would like to make a complaint, you can do so by contacting us via email at support@1pointplumbingandheating.com. In your email, please provide as much detail as possible, including your full name, contact information, and a thorough description of the issue. Additionally, if available, please include any supporting documentation, such as service invoices, photos, or relevant correspondence, as this will help us investigate and respond to your complaint more effectively. We are committed to acknowledging all complaints within two business days of receipt.

3. Initial Complaint Review

Once we have received your complaint, our team will conduct an initial review to understand the nature of the issue. During this stage, we may reach out to you for any additional details or clarifications needed to fully understand your concerns. This initial review helps us determine the appropriate course of action and ensures that all complaints are treated fairly and thoroughly. Our goal is to provide a balanced and transparent assessment, ensuring that every aspect of your complaint is considered.

4. Investigation Process

Following the initial review, we proceed with a detailed investigation of your complaint. This may involve reviewing service records, consulting with the team members involved in your service, and examining any supporting documents provided. We aim to complete our investigation within ten business days, although more complex issues may require additional time. Throughout this process, we are committed to keeping you informed of our progress and any significant findings. Our goal is to ensure that every complaint is addressed methodically and with a focus on finding a fair and satisfactory resolution.

5. Resolution and Outcome

Upon completing our investigation, we will provide a written response outlining the results and any actions we will take to resolve the issue. Possible resolutions may include service adjustments, compensation, refunds, or other corrective measures as deemed appropriate. Our response will also explain the steps we have taken to prevent similar issues in the future, reflecting our commitment to continuous improvement. We strive to handle each complaint in a manner that meets your expectations and addresses your concerns comprehensively.

6. Escalation of Complaints

If you are not satisfied with the initial resolution offered, you have the option to escalate your complaint to a higher level of management. Please inform us if you wish to proceed with an escalation, and we will ensure that your case receives further review by senior staff members. Our management team will re-evaluate the complaint with a fresh perspective and consider any additional feedback provided. We are dedicated to reaching a fair and thorough resolution, and this escalation process provides an added layer of scrutiny for complex or unresolved issues.

7. Continuous Improvement

Feedback from our clients is invaluable in helping us refine our services and address areas for improvement. We document all complaints and resolutions as part of our quality assurance process and conduct regular reviews to identify any recurring issues or trends. By learning from client feedback, we continually enhance our service standards and ensure that our team upholds the highest levels of professionalism and reliability in all interactions. Your feedback is a crucial component of our commitment to excellence and ongoing development.

8. Contact Us

For further information on our Complaints Procedure, or to discuss any unresolved issues, please do not hesitate to contact us at support@1pointplumbingandheating.com. Our team is here to assist you, and we value your feedback in helping us improve our services.