Client Complaint Resolution Policy

We’re really sorry you’re not happy.  At Transgas Services we pride ourselves on our excellent customer service. Despite striving for the highest levels of customer satisfaction, on rare occasions things can go wrong. In these instances we are committed to dealing with your complaint promptly and effectively in a positive manner.

As part of this commitment the following complaints process is designed to provide a straight forward and easily understandable process for all to follow.  The following process does not affect your statutory rights.

Contacting us

Complaints can be raised by:

  • Telephone – 020 8399 0408
  • Email – info@transgasservices.co.uk
  • Post – John Halliwell, Unit 4D Elm House, Rythe Centre, Willowbank, Claygate Lane, Thames Ditton, KT7 0LE
  • In person – by appointment only

Complaints raised by telephone will be logged and basic details taken.  If a manager can deal with the complaint to the customer’s satisfaction by phone they will and details will be recorded.  However, if the complainant is still not satisfied it will be necessary for complaints to be issued in writing in order to be progressed.

Complaints should include the following information as a minimum: nature of complaint, details of the address to which the complaint relates, details of the complainant (name, contact details), details of what is expected from the complaints process (compensation, apology etc) and any supporting evidence regarding the complaint.

Our commitment to you

We will acknowledge receipt of your complaint within 5 working days.  A manager will initially contact you either by telephone or email to discuss your complaint and agree to a plan to resolve the issue within 14 days if not sooner.

If we are unable to provide you with a final response within 14 days we may extend this to a timeframe of 8 weeks.  If, after this time, we are still unable to provide you with a final response we will write to you explaining our reasons and advise you of a date when you can expect a final response.

If more than 8 weeks have passed from the date of your complaint and you still have not received a final response, or you are dissatisfied with the final response you have received at any stage of the process, you have the right to contact the relevant Ombudsman Service.

The Ombudsman

We will always endeavour to resolve complaints for our customers.  However, where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use the 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 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/