Groves Gas Ltd – Complaints Procedure

At Groves Gas Ltd, we aim to deliver high-quality service at all times. If you are dissatisfied with any aspect of our work or service, we want to know so that we can put things right and improve our standards.

This Complaints Procedure explains how you can raise a complaint and how we will respond.

1. How to Make a Complaint

You can submit a complaint using any of the following contact methods:

Email: hello@grovesgas.co.uk
Telephone: 01633 875541
Post:
Groves Gas
Unit 28, Court Road Industrial Estate
Cwmbran
NP44 3AS

Please include:

  • Your name
  • Contact details
  • A description of your complaint
  • Dates, addresses, or reference numbers (if applicable)
  • How you would like us to resolve the issue

2. How We Handle Complaints

  • Your complaint will be acknowledged within 3 working days.
  • It will be reviewed by a senior member of staff or management.
  • We may contact you for further information or clarification.
  • A full investigation will be carried out, including reviewing any relevant documentation and speaking with staff involved.
  • We will issue a written or verbal response with our findings and any proposed resolution.

We aim to resolve all complaints within 14 days, although more complex cases may require additional time. If more time is needed, we will keep you informed.

3. If You Are Not Satisfied With the Outcome

If your complaint relates to credit broking or finance, and you are not satisfied with our final response, or we have not provided a final response within 8 weeks, you may escalate the matter to:

The Financial Ombudsman Service (FOS)
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

The FOS is an independent service that helps resolve disputes between consumers and FCA-regulated firms.

For all other complaints, if you remain unhappy, you may seek independent advice or alternative dispute resolution services.

4. Our Commitment

We take all complaints seriously. Complaints help us:

  • Improve our services
  • Identify training needs
  • Maintain the high standards our customers expect

We appreciate your time in helping us improve.