If you have a complaint about our services or anyone in our employ, we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following aims:
• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all services.

Who can complain?
Anyone who is receiving or has received a service from CPB Plumbing and Heating within the last 6 months, or is currently caring for someone who has a complaint. If the complaint is being made not by the customer, but on behalf of the customer by an advocate it must first be verified that the person has permission to speak for the customer, especially if confidential information is involved. Consent of the customer must be obtained in writing before the matters can be discussed with the advocate.

How to complain
We would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact our named office manager, with responsibility for dealing with complaints.

Put your complaint in writing and send it to:

Office Manager
CPB Plumbing and Heating
1 Hope Cottages
Yokesford Hill
Romsey
SO51 0PF

What Happens Next?
You will receive acknowledgement of your written complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.