Hot Flue – Complaints Policy

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(updated 1st October 2018)

 

Hot Flue aims to provide the very best in customer service and we have yet to receive a customer complaint. As a responsible business we believe that a transparent complaints policy is necessary, and we would encourage customers to follow the stages below if they wish to make a complaint.

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1st Stage: Please notify us in writing as soon as you are aware of any issue which concerns any service which you have received from Hot Flue. This can be done by emailing customerservice@hotflue.co.uk or writing to us at Hot Flue, Unit 102, 3 Edgar Buildings, George Street, Bath BA1 2FJ. Please include as much information as you can regarding the nature of your complaint and the resolution which you may be seeking. This will allow us an opportunity to do our best to resolve the matter as quickly as possible and an initial written response will be provided to you within 72 hours.

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2nd Stage: As members of the National Association of Chimney Sweeps we adhere to their Code Of Conduct and Code Of Practice. If we are unable to resolve a complaint to your satisfaction, then the matter can be referred to them. They can be contacted on 01785 336555 or in writing at National Association of Chimney Sweeps, Emerald Way, Stone Business Park, Stone, Staffordshire, ST15 0SR. Your contact details, full details of your complaint and the reasons why a resolution has not been agreed will be required.