External Complaints Handling Policy
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External Complaints Handling Policy
We are committed to providing a high-quality service and to dealing with all our customers fairly. We acknowledge that we may not always get it right so if something has gone wrong, we need you to tell us.
We are keen to resole your complaint and in the first instance so please contact your point of contact at Oxford Air Conditioning who maybe to address your concerns quickly. How do I make a formal complaint?
You can contact us in writing:
- by email to sue@oxfordairconditioning.com
- by post to Oxford Air Conditioning, 13 Fitzharris Industrial Estate, Abingdon, Oxfordshire. OX14 1LD
- by telephone at 01235 524411
To help us to understand your complaint and in order that we do not miss anything, please tell us:
- Your full name and contact
- What you think we have got
- What you hope to achieve as a result of your
- If you have it, please include your account reference
If you require any help in making your complaint, please let us know so that we can try to assist.
How will you deal with my complaint?
We will record your complaint centrally.
We will write to you within 72 working days acknowledging your complaint where necessary enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
- reviewing your
- speaking with the person who dealt with your
We may also need to ask you for further information. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
We may also if appropriate invite you to a meeting either face to face or by video call to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 4 weeks of the date of our letter of acknowledgement.
What will it cost?
We will not charge you for handling your complaint.