Complaints Policy

Lewis Heating And Plumbing Limited | Last updated: July 2026

Our Commitment

We take pride in the standard of our work and the service we provide. However, we recognise that things can occasionally go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put it right.

We treat every complaint seriously, investigate it fairly, and aim to resolve matters quickly and without fuss.

How to Make a Complaint

You can contact us in whichever way is easiest for you:

To help us investigate as quickly as possible, please include:

• Your name, address and contact details
• The date of the work or service concerned
• A clear description of what went wrong
• What you would like us to do to put it right

How We Handle Your Complaint

• Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it.
• Investigation: We will investigate the matter thoroughly, which may include speaking to the engineer involved and reviewing job records and photographs.
• Response: We aim to provide a full written response within 14 working days. If the matter is complex and we need longer, we will let you know and keep you updated on progress.
• Resolution: Where we have got something wrong, we will explain what happened, put it right, and take steps to prevent it happening again.

If You Are Still Unhappy

If you are not satisfied with our final response, you may have the right to escalate your complaint further, depending on the nature of the issue.

Complaints About Finance or Credit

Lewis Heating & Plumbing Ltd is an Appointed Representative and is authorised and regulated by the Financial Conduct Authority (FCA FRN 1055713). We act as a credit broker, not a lender, and finance is provided through TradeHelp and its panel of lenders.

If your complaint relates to a credit or finance agreement and you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may be able to refer the matter to the Financial Ombudsman Service:

The Financial Ombudsman Service is free to use, and referring a complaint to them does not affect your legal rights.

Complaints About Gas Safety or Workmanship

All gas work carried out by Lewis Heating & Plumbing Ltd is completed by Gas Safe registered engineers (registration number 928523). If you have a concern about the safety or standard of gas work, you can also contact the Gas Safe Register directly:

Vulnerable Customers

If you are in vulnerable circumstances, or would prefer a trusted friend or family member to raise or discuss a complaint on your behalf, please let us know. We will adapt how we communicate with you to make the process as straightforward as possible. Please see our Vulnerable Customers Policy for further information.

Record Keeping

We keep a record of all complaints received, the outcome, and any action taken. This helps us identify patterns and continually improve our service. Records are retained in line with our Privacy Policy.