Complaints Procedure

Betaflo Heating UK Ltd is committed to handling complaints professionally, fairly and without unnecessary delay. Every complaint is treated as an opportunity to improve customer satisfaction and operational performance. We will listen carefully, investigate objectively, communicate clearly, resolve fairly and learn from every outcome.

• Dissatisfaction with workmanship
• Dissatisfaction with communication
• Delays in service delivery
• Concerns regarding conduct
• Concerns regarding pricing
• Concerns regarding quality
• Concerns regarding documentation

Any expression of dissatisfaction is treated seriously and reviewed appropriately.

You can contact us in any of the following ways:

• Telephone: 07881 963508
• Email: admin@betaflouk.com
• Website: www.betaflouk.com
• Written correspondence: Azzurri House, Walsall Business Park, Aldridge, Walsall, WS9 0RB

We also monitor complaints received via Google Reviews, Trustpilot, social media, estate agents and property management partners.

We will acknowledge your complaint within 2 working days. Our acknowledgement will include:

• Confirmation of receipt
• Your assigned contact person
• An outline of the investigation process
• The expected response timeframe

On receipt we will determine the nature and urgency of the complaint, any potential safety or regulatory implications and whether a site inspection is required. Where safety concerns exist, the investigation is prioritised immediately.

Our impartial investigation may include reviewing customer communications, quotations, installation and service records, photographs and engineer notes, carrying out a site inspection and interviewing relevant personnel.

Throughout the investigation you will receive regular updates, clear explanations, honest communication and realistic timescales. Customers are never ignored or left without updates.

We aim to provide a formal response within 10 working days. Where additional time is required we will inform you, provide a revised timescale and keep you updated.

• Clarification or technical explanation
• Additional site visit
• Remedial or replacement works
• Refund or partial refund
• Goodwill gesture
• Alternative mutually agreed solution

Any resolution will be proportionate and reasonable.

If your complaint remains unresolved it can be escalated through the following stages:

1. Stage 1 — Management Review
2. Stage 2 — Director Review
3. Stage 3 — Independent Mediation (where appropriate)

Our objective is always to achieve a fair outcome.

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
• Email: 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
• Email: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website.

Every complaint is recorded, including customer details, date received, complaint summary, investigation notes, resolution, corrective actions and completion date. Records are retained for a minimum of six years.

For significant complaints we identify what happened, why it happened, whether it could happen again and how it can be prevented. Corrective and preventive actions are implemented, verified and documented as part of our continual improvement cycle: Plan → Deliver → Review → Improve → Repeat.

The Directors of Betaflo Heating UK Ltd are committed to ensuring customer concerns are treated seriously, complaints are handled professionally, lessons are learned and standards continue to improve.

Approved by: Miles Davis, Director · Sam Boyle, Director

Betaflo Heating UK Ltd is an Introducer Appointed Representative of TradeHelp for the purpose of credit broking introductions only. Our firm reference number is FRN 1057534. TradeHelp is a trading style of TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT, registered in England (03712438), authorised and regulated by the Financial Conduct Authority (firm reference number 697812). TradeHelp are a credit broker, not a lender, and offer loans from a small panel of carefully selected lenders. TradeHelp do not offer financial advice and do not charge you for credit broking services. All loans are subject to status.