Last Updated: 25/06/25
My Boiler Buddy (“the Company”) is committed to handling all customer complaints—written or verbal—in a fair, consistent, and regulated manner. This policy ensures complaints are investigated thoroughly, recorded accurately, and addressed promptly, with measures implemented to prevent similar issues in the future.
The Company aims to provide a fair, open, and clear complaints process, ensuring satisfactory outcomes for all customers. Staff are trained in complaint handling procedures and supported in managing complaints professionally via phone or written communication.
This policy sets out:
How customers can raise complaints
How complaints are investigated and resolved
How recurring issues are identified and prevented
Provide a clear, accessible complaints procedure for all customers
Ensure staff know how to handle complaints appropriately
Investigate complaints fairly and in a timely manner
Use complaint information to improve services
Involve the Data Protection Officer (DPO) in complaints related to personal data
Complaint Handling Goals:
Acknowledge complaints within 3 working days
Provide a final response within 8 weeks of initial receipt
Provide written responses (unless otherwise requested by the customer)
Maintain records of all complaints for auditing and improvement purposes
Inform customers of their rights to escalate complaints to relevant regulatory bodies
Complaints can be made via:
Email: [Insert Email]
Phone: [Insert Phone]
Post: [Insert Address]
Complaints should ideally be submitted in writing. Verbal complaints will be accepted and handled under the same procedures.
Frontline staff will attempt to resolve complaints immediately where possible, but customers will still be offered the formal complaints procedure.
Complaints regarding personal data will be handled in accordance with data protection laws.
Customers have the right to lodge complaints with the supervisory authority (e.g., Information Commissioner’s Office, ICO) if they believe their personal data rights have been violated.
Some complaints may be resolved immediately (informal complaints) without full investigation.
All informal complaints are logged, and customers are informed of their rights to escalate.
Informal complaints should be resolved within 3 working days. If not resolved, they are escalated to the formal complaints procedure.
Once a formal complaint is received, the aftercare team acknowledges it in writing within 3 working days.
Complaints are investigated thoroughly, including reviewing documents, call recordings, and conducting interviews if needed.
A complaint reference number is assigned, and all documentation is logged in the Complaints Register.
Investigations aim to be completed within 6 weeks, allowing a final response within 8 weeks of initial complaint receipt.
Factors prompting formal investigation include:
Customer request for investigation
Data protection issues
Failed informal resolution
Complexity or unclear facts
Potential impact on multiple customers
Requirement for remedial visits or technical inspections
The aftercare team drafts a final response detailing findings, decisions, and any actions or compensation awarded.
The final response includes information on how customers can escalate complaints to regulatory authorities if unsatisfied.
For financial complaints (if applicable), customers are informed of the Financial Ombudsman Service (FOS) and the 6-month timeframe to escalate.
For data protection complaints, customers are informed of their right to escalate to the ICO.
All complaints are recorded in a Complaints Register, including:
Date received
Nature of complaint
Department involved
Complaint reference
Lead investigator
Decision letter sent (Y/N)
Date closed
Registers are audited regularly to identify patterns, recurring issues, and areas for improvement.
Staff receive full training and support in complaint handling.
The aftercare team oversees investigation, recording, monitoring, and resolution of complaints.
Management uses complaint data to improve processes and prevent recurrence.
My Boiler Buddy will cooperate with the FOS and abide by any awards made.
Customers can escalate complaints to the FOS free of charge within 6 months of the final response.
Contact Details:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Freephone: 0800 023 4567
Mobile: 0300 123 9123
Abroad: 020 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
