Complaints Policy
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Either call us on 0114 272 2586, or write to us at 1st Call Gas Services Ltd, 1st Floor, 3 Westbrook Court, Sharrow Vale Road, Sheffield, S11 8YZ, or email us at customerservices@1stcallgas.com and we aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.’
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.
Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Contact:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or
0300 123 9123 (cheaper for those calling using a mobile) or
020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
At 1st Call Services, we focus on doing things properly.
All of our engineers provide reliable installation and repair services for homes and businesses nationwide. With proven experience and a reputation built on trust, we deliver safe, compliant works you can rely on when it matters most.
Brookside builders ltd have used this company for various plumbing and heating projects and have found them very reliable clean efficient and always finish the job on time
Kevin B.
What can I say great from start to Finish . I will definitely recommend to my family and friends . Thanks to all at 1st call
Gavin B.
Dave & his team of fellas work efficiently & competently. I have recommended them to several customers whom all report having had an excellent service. Very competitively priced as well with great after care.
Julian W.
