Complaints Procedure

All complaints are investigated fairly, efficiently and within a reasonable timeframe. Complaints are treated sensitively, confidentially and in accordance with the HIES Scheme Rules and Code of Practice, and in line with the General Data Protection Regulation (GDPR). We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence.

Complaints can be made verbally (by telephone or in person) or by email or letter. When a complaint is received, our complaint handler, Zahier Farid, will record it in the complaints log and delegate it for investigation. You will receive written acknowledgement within 3 working days.

Stage 1 — Informal Resolution

We aim to resolve most complaints informally. Please contact us as soon as possible if you have a concern. If you contact us by telephone or in person, make a note of the person you have spoken to and any resolution offered. If you are not satisfied with the outcome, you may take the complaint to the formal stage.

Stage 2 — Formal Complaint

Record your complaint in writing and send to:

Kainoxe Heating & Electrics Ltd
11 Churchill Avenue
Coventry
West Midlands
CV6 5JJ

Please include your telephone number and email address. You will receive acknowledgement within 3 working days and a detailed response within 14 working days. If the investigation takes longer or requires a site visit, you will receive a progress report with an expected date for the final response, no longer than a further 14 working days.

Stage 3 — Alternative Dispute Resolution

If the matter remains unresolved, you may refer your case to our nominated alternative dispute resolution provider through HIES. HIES can be contacted at:

Solutions House, Chorley Business & Technology Centre, Euxton Lane, PR7 6TE

Email: info@hiesscheme.org.uk
‍Phone: 0344 324 5242
Website: www.hiesscheme.org.uk

If all avenues have been exhausted, you may refer your case to The Ombudsman, who is entirely independent.