We are committed to providing a high quality service to our customers and when something goes wrong we need you to tell us about it, this will help us improve our standards and keep our customers happy.

If you have a complaint whilst our engineer/s are still on site please let them know as soon as you can and they will make every effort to resolve your complaint.

Complaints to Which? Trusted Traders

If the engineers have left site or you wish to speak to a manager please contact us on 0141 952 0707 and we will do our best to resolve the complaint as quick as possible.

If you are still not satisfied please put your complaint in writing to LCD Heating & Gas Services, 7 Regent Street, Clydebank, G81 3QU or in email [email protected] and we will re assess the issue and come back to you within 48 hours after receiving your letter or email and try to resolve the complaint with you.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

We pride ourselves on our relationships with our customers and take any complaint very seriously.

Complaints to the Financial Ombudsman Service

Step 1

Please contact us at your earliest convenience with the following information:

  • Your full name, address and telephone number
  • Details of any previous correspondence you’ve had with us
  • Details of your problem or complaint
  • We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing: 7 Regent Street, Clydebank, G81 3QU

By phone: 0141 952 0707

By email:  [email protected]

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Step 3

We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4567
By email: [email protected]
Website: http://www.financial-ombudsman.org.uk(external link)

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution(external link)website, which has been set up by the European Commission.