24|7 StayWarm Complaints Procedure

If you are unhappy with our service, we are sorry and we would like to put it right.

How to make a complaint

Call us: 0333 358 0075

Email us: [email protected]

Write to us: Customer Resolutions Department, 247 StayWarm Ltd, Parkhill Business Centre, Padiham Road, Burnley, BB12 6TG

Alternatively: You can access our online complaints form here:

Resolving your complaint

We will try to acknowledge, respond to, and resolve your complaint within 3 business days after we received it. We will send you a written acknowledgement including:

1. A timescale for when we will correspond further, if necessary, which we hope to be within 4 weeks, but will be no more than 8 weeks from the receipt of your complaint.
2. The name and contact details of the person handling your complaint.
3. A copy of our Customer Complaints Procedure.
4. If the complaint is settled within 3 working days, we will include a summary resolution communication which outlines the ombudsman details.

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet able to respond to your complaint and indicate when we will make further contact.

Once we complete our investigations we will write to you with our response, which will be either a final response or an offer letter. This will depend on the circumstances of your complaint.

An Offer Letter is where we consider you to be entitled to some redress and believe that we have fully addressed your complaint. We will then forward the agreed redress in a final response letter.

A Final Response is where we believe we have fully addressed your complaint.

We will consider a complaint closed when:

1. We have sent you a final response.
2. You have indicated in writing that you accept our offer or response.
3. You fail to respond to our correspondence within 8 weeks from the date of our written response.

The Financial Ombudsman Service

If you purchased your boiler installation utilising the finance option, you may have the right to refer your complaint to the Financial Ombudsman Service if we have replied or not. The Financial Ombudsman Service will require our consent to investigate the matter if we have not had chance to put things right or we have not sent you our final response letter within 8 weeks of receipt of your complaint.

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within 6 months of the date we send you our final response. After this time, the Ombudsman may refuse to consider the matter.

To avoid any confusion, while dealing with your complaint we will inform you if you have the option to refer your complaint to the Financial Ombudsman Service. If the service is available to you, we will provide you with details on how to use the service they provide.

The Ombudsman offers an independent, impartial service which is free to use. If you are dissatisfied with our final response or any time after we have received your complaint, you can refer the matter to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Tel: 0800 023 4567

Email: [email protected]

www.financial-ombudsman.org.uk.

Compensation Arrangements 247 Home Assist Limited and 247 StayWarm Limited are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. General insurance claims are covered for 90% of the claim, without any upper limit. Further information about the compensation scheme is available from FSCS at www.fscs.org.uk or telephone 0800 678 1100 or 020 7741 4100.

Citizens Advice Consumer Service To view the ‘Know Your Rights’ leaflet and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/consumer or call the Citizens Advice consumer helpline on 0345 404 0506.