How to complain:
Whilst we always try to ensure that all our staff will behave in a professional and responsible manner and we will adhere at all times to the relevant Trusted Traders Code of Practice
There may be exceptional instances when clients are unhappy with the service they have received
In this circumstance, a letter of complaint should be addressed to Mr M Ellis Thomas – Or alternatively an email can be sent to mike@metgas.co.uk
In line with our quality control procedures you can expect to receive a response within 24 hours to an email or in the case of a letter, an acknowledgement will be sent within 5 working days. The complaint will either be resolved, or an outlined course of action will be put in place within 28 working days
If the matter cannot be resolved within 56 working days either party can refer your complaint to:
The Which? Trusted Trader Ombudsman Service
Their contact details can be found on the relevant web site or by contacting ourselves.
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
- Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
- Telephone: 01978 666887
E-mail: info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement:
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk