Complaints Procedure

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At CDS Heating Services Ltd, we are committed to delivering high-quality services to all our clients, tenants, landlords, and service users. We take any complaint seriously and aim to resolve all issues fairly, promptly, and professionally.

1. Who Can Make a Complaint?

We welcome complaints from:

• Clients or service users
• Tenants and landlords
• Contractors or suppliers
• Members of the public affected by our work

2. How to Make a Complaint

Complaints can be made by:

• Email: info@cdsheating.com
• Website Contact Form: see the ‘Contact Us’ page for more information.
• Post: 6 Green Meadow View, Merthyr Tydfil, CF48 1BG

When making a complaint, please provide:

• Your name and contact details
• The address (if applicable) or location of the issue
• A description of what happened and when
• Any relevant supporting information (photos, documents, etc.)

3. What Happens Next?

• We will acknowledge your complaint within 5 working days.
• We aim to provide a full response within 10 working days. If we need longer, we will let you know and keep you updated.
• All complaints are investigated by the Director, or a senior team member.

4. Escalating a Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed by a senior member of our team.

In certain cases, if the complaint relates to regulated work (e.g. gas safety), you may also contact the relevant body such as Gas Safe Register or the local authority.

5. Confidentiality and Records

All complaints are handled in accordance with our Privacy Policy. We keep a record of complaints to help improve our service.

Contact

For all complaints and follow-ups, please contact:

Email: info@cdsheating.com

Postal Address; 6 Green Meadow View, Merthyr Tydfil CF48 1BG