COMPLAINTS POLICY

Aqualec Limited aims to get every job right first time. If you are unhappy with our work or service, please tell us so we can put it right.

How to complain: email our admin team at info@aqualec-services.co.uk, call 07879 222505, or write to Aqualec Limited, Clenshaw Minns, King's Lynn Innovation Centre, 1 Innovation Drive, King's Lynn, Norfolk PE30 5BY. Please include your name, address, contact details, the job concerned and what you would like us to do.

What happens next: we will acknowledge your complaint within 3 working days, investigate it fairly, and keep you updated. We aim to resolve most complaints within 14 days, and will send you a final written response within 8 weeks at the latest.

Complaints about finance: Aqualec Limited (FRN 1065167) is an Introducer Appointed Representative of TradeHelp Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 697812). If your complaint is about how we introduced you to finance, contact us as above and we will pass it to TradeHelp Ltd (01978 666887, info@tradehelp.co.uk), who are responsible for handling it. If your complaint is about the finance agreement itself, please contact the lender named on your agreement.

Financial Ombudsman Service: if you are not happy with the final response to a finance complaint, or have not received one within 8 weeks, you may refer it free of charge to the Financial Ombudsman Service, Exchange Tower, London E14 9SR. Phone 0800 023 4567 or visit www.financial-ombudsman.org.uk. You must normally do this within 6 months of the final response.

Gas and electrical work: if we cannot resolve a complaint about gas or electrical work, you can also contact Gas Safe Register or NAPIT, who oversee our registered work.