Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

In the unlikely event there is anything you are not completely satisfied with and to ensure PDP Services can put things right for you, as soon as possible after the completion of the works please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact us as soon as you can so we can rectify any problems as soon as possible. If you are writing, we recommend you get Proof of Posting. Our contact details for complaints are:

Telephone:         01444 480444

Post:                     PDP Services Ltd, Unit 3 Sovereign Business Park, Albert Drive, Burgess Hill, West Sussex, RH15 9TY

Email:                   info@pdp.services

 

Business Complaints Procedure

On receipt of your complaint the business aims to respond within five working days. However, if you are without heating or hot water PDP Services will get out to you within 24 hours, in this instance please call 01444 480444 for an immediate response.

PDP Services will arrange a convenient date to come and view and/or remedy the situation.

In the unlikely event the business is unable to resolve your complaint having exhausted the business Complaints Procedure, it may be necessary to use another complaint service.  Where PDP Services cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

DOMESTIC CONTRACTS FOR INSTALLATION, SERVICE REPAIR AND MAINTENANCE – EXCEPT ENERGY GENERATORS, HEAT PUMPS, SOLAR PV AND SOLAR THERMAL

PDP Services has access to an Ombudsman service for our domestic contracts for installation, service, repair and maintenance as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to the Dispute Resolution Ombudsman.  Before the Dispute Resolution Ombudsman can deal with your complaint you will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use the Ombudsman’s services.

ENERGY GENERATOR INSTALLATIONS

If the complaint is (partly or wholly) about technical aspects of the installation of an energy generator, we will direct you to our MCS installer certification body NICEIC.

We will cooperate with MCS or NICEIC complaint-handlers to assist them to resolve the complaint.

If an attempt at conciliation or mediation fails to resolve the complaint/dispute, you may, at any time, require that the matter be referred to the Ombudsman with a request for a review or for a formal intervention and a binding decision. You may, at any time, register a formal complaint directly with the Ombudsman (although it would be normal for all the processes set out above to have been exhausted before a direct reference is made).  The Ombudsman is entirely independent of the members and MCS / NICEIC and can be contacted through www.disputeresolutionombudsman.org.

INSTALLATIONS OF AIR SOURCE HEAT PUMPS, GROUND SOURCE HEAT PUMPS, SOLAR PHOTOVOLTAICS (PV) AND SOLAR THERMAL

In the event of an unresolvable issue, (in the remit of the Home Insulation & Energy Systems (HIES) Quality Assured Contractors Scheme), you can refer your case to our nominated alternative dispute resolution provider through HIES, QA Scheme Support Services LTD and the Dispute Resolution Ombudsman. HIES Can be contacted at Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, England, PR25 3GR or info@hiesscheme.org.uk

We agree, in the event of a dispute, we will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution services. We will cooperate with HIES complaint-handlers to assist them to resolve the complaint.

If an attempt at conciliation or mediation fails to resolve the complaint/dispute, you may, at any time, require that the matter be referred to the Ombudsman with a request for a review or for a formal intervention and a binding decision. You may, at any time, register a formal complaint directly with the Ombudsman (although it would be normal for all the processes set out above to have been exhausted before a direct reference is made).  The Ombudsman is entirely independent of the members and HIES and can be contacted through www.disputeresolutionombudsman.org.