Feedback and Complaints Procedure
We value every comment we receive. Positive feedback helps us recognise what works well, while concerns and complaints help us put things right and improve our service.
Our commitment
Supreme Heating and Air Conditioning LTD is committed to treating feedback and complaints fairly, professionally and without unnecessary delay. We will listen carefully, keep an accurate record, investigate proportionately and explain our findings in clear language.
Raising a concern will not affect the service you receive from us. We will handle your information in line with our Privacy Policy.
Providing feedback
You can contact us with praise, suggestions, concerns or general feedback using any of the methods below. We aim to acknowledge feedback within two business days and, where a response is required, respond within seven business days.
Phone
Post
11 Felton Close, Petts Wood, Orpington, BR5 1AD
Online
Use the enquiry form on our Contact Us page.
Making a complaint
If you are unhappy with our service or work, please tell us as soon as possible so we have an opportunity to understand the issue and put it right.
To help us investigate efficiently, please include:
- Your full name and preferred contact details.
- The property address or project address, where relevant.
- A clear description of what happened and when.
- Your quotation, invoice, order, installation or job reference, if available.
- Copies of relevant emails, photographs or supporting documents.
- What you would like us to do to resolve the matter.
What happens next
Contact and acknowledgement
We will acknowledge your complaint within two business days. We may ask for further information where this is needed to understand the concern fully.
Investigation
A suitable member of our team will review the relevant records and may speak with team members, suppliers or manufacturers, inspect completed work or arrange a further site visit.
Response and proposed resolution
We aim to resolve complaints within 14 business days. Our response will explain our findings, any action we propose and the reasons for our decision.
Updates and closure
If an investigation needs longer, we will explain why and provide an update at least every seven business days. We will close the complaint when the agreed action is complete or when we have issued our final response.
Escalating a complaint
If you are not satisfied with our initial response, reply to us and ask for a senior management review. Please explain which part of the response you disagree with and provide any additional information you would like us to consider.
We will acknowledge the escalation within two business days and aim to issue a final response within 14 business days.
Independent support and further escalation
If you remain dissatisfied after our final response, the appropriate next step will depend on the type of work, contract and accreditation involved. Our final response will identify any applicable route available to you.
- For concerns about an MCS-certified installer or installation, information is available from MCS.
- For work covered by TrustMark, see the TrustMark complaints process.
- For general consumer advice, contact Citizens Advice.
Nothing in this procedure affects your statutory rights.
Monitoring and review
We log and review feedback and complaints to identify recurring issues, training needs and opportunities to improve our workmanship, communication and customer service.
This procedure will be reviewed periodically and updated when our processes, legal obligations or accreditation requirements change.
Contact details
Supreme Heating and Air Conditioning LTD
Company number: 11845642
Address: 11 Felton Close, Petts Wood, Orpington, BR5 1AD
Phone: 07398 784203
Email: info@supremeheatingac.co.uk
Tell us how we can help
Please contact us directly with your feedback or complaint. Clear information at the start helps us investigate quickly and provide a meaningful response.