Complaints Procedure

At Go2 Plumbing and Heating, we strive to provide the highest quality service to all our customers. However, if you are dissatisfied with any aspect of our service, we are committed to resolving your concerns as quickly and efficiently as possible. Please follow the procedure outlined below to lodge a complaint.

Contact Us

If you have any complaints or concerns about our services, please contact us directly using any of the methods below:

Provide Details

To help us address your complaint as promptly as possible, please provide the following information when you get in touch:

• Your full name and contact information.
• Details of the service provided, including the date and nature of the job.
• A clear description of your complaint.
• Any supporting documents or photos, if applicable.
• The resolution you are seeking.

Acknowledgment of Complaint

Upon receiving your complaint, we will acknowledge it within 1–2 working days. We will confirm the details you have provided and give you an estimated timeline for resolving the issue.

Investigation

Once we have reviewed your complaint, we will investigate the matter thoroughly. Our investigation may include:

• Reviewing any relevant records or documentation relating to your job.
• Speaking with the members of staff involved in delivering the service.
• Inspecting any work completed, where applicable.

We will keep you informed of progress and provide updates throughout the investigation as necessary.

Resolution

After completing our investigation, we will aim to resolve your complaint to your satisfaction. Depending on the outcome, this may include:

• Offering a clear explanation of what went wrong.
• Providing a correction or repair to the work carried out.
• Offering compensation or a refund, where appropriate.
• Any other agreed solutions that address your concerns.

Escalation

If you are not satisfied with the outcome or the way your complaint has been handled, you can escalate the matter directly to a senior member of our team:

External Resolution

If the issue remains unresolved after following all of the steps above, you may contact an external body for further assistance. For plumbing and heating services, you can approach:

Continuous Improvement

We value your feedback and use it to continually improve our services. We regularly review all complaints to identify areas for improvement and ensure that similar issues do not arise in the future.