Customer Complaints Procedure

CMA Heating Limited 3 St Matthew’s Avenue, Beccles, Suffolk, NR34 9PS Phone: 07584 656823 Email: cma.heatingltd@outlook.com

Document reference: CMA-P01 Version: 1.0 Effective from: 18 May 2026 Next review: 18 May 2027

Objective

To ensure that customer complaints are dealt with effectively, professionally, and reviewed to prevent recurrence.

Scope

This procedure covers all areas where CMA Heating Limited comes into contact with, or carries out work for, prospective and existing customers. It applies to gas, oil, LPG, renewable heating (air source heat pumps), and plumbing services.

Our Commitment

CMA Heating Limited is committed to delivering a high standard of workmanship and customer service across every installation, service, and repair we carry out. We recognise that occasionally things may not meet expectations. When that happens, we want to know — and we want to put it right.

We hold the following registrations and code memberships, each of which sets standards we are committed to:

• Gas Safe Register: 952104
• MCS Certified Installer (via OFTEC): OFT-13900
• OFTEC Registered: 13900
• Trustmark Government Endorsed: 4152739
• Renewable Energy Consumer Code (RECC): 00077140
• Water Safe Approved Plumber: 144247

How to Make a Complaint

You can raise a complaint with us in any of the following ways:

• Phone: 07584 656823
• Email: cma.heatingltd@outlook.com
• Post: CMA Heating Limited, 3 St Matthew’s Avenue, Beccles, Suffolk, NR34 9PS

When making a complaint, please provide:

• Your name, address, and contact details
• The date the work was carried out
• A clear description of the issue
• Any supporting evidence (photographs, paperwork, correspondence)
• Your preferred outcome

You may use a consumer representative or observer to help you deal with the complaint. We will co-operate fully with any nominated person.

Our Complaints Process

Stage 1: Initial Acknowledgement

When we receive your complaint, we will:

1. Log the complaint on our Customer Complaint Record within one working day
2. Acknowledge receipt within three working days
3. Assign the complaint to the appropriate person to investigate

Stage 2: Investigation and Response

• For all complaints: We will report our findings clearly to you within 10 working days of receiving the complaint.
• Where a site inspection is needed: We will arrange to inspect your system within 5 working days of receiving the complaint.
• Where you are without heating or hot water: We will attend within 24 hours of receiving the complaint.
• Where the agreed timescale cannot be met: We will keep you fully informed of the reasons for any delay and agree new timescales with you.

We will attempt to find an agreed course of action to resolve the complaint quickly and to your satisfaction.

Stage 3: Resolution

Where we agree corrective action, we will carry it out within the timescale agreed with you. Full details of the progress and outcome will be recorded on our Customer Complaint Record and reviewed at our next internal review meeting.

If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint to your satisfaction, you can escalate it to the appropriate independent body depending on the nature of the work. The routes below are not mutually exclusive — you may use more than one where relevant.

For Gas Work (Boiler Installation, Servicing, Repair, Gas Pipework, Gas Safety Certificates)

If your complaint relates to the safety of gas work, you should contact:

Gas Safe Register Phone: 0800 408 5500 Email: enquiries@gassaferegister.co.uk Online: https://www.gassaferegister.co.uk/contact-us/

Please note: Gas Safe Register handles gas safety concerns only. They cannot help with financial, contractual, or workmanship matters unrelated to gas safety.

For an emergency gas leak, call the National Gas Emergency helpline immediately on 0800 111 999.

For Oil Heating Work

If your complaint relates to technical standards on oil heating work, you should contact:

OFTEC Compliance Department Phone: 01473 626 298 Email: enquiries@oftec.org Online: https://www.oftec.org/consumers/compliance-services-how-to-make-a-complaint

For Air Source Heat Pump Installations and Other Renewable Heating

If your complaint relates to a renewable heating installation, the Renewable Energy Consumer Code (RECC) provides the dispute resolution route:

Stage A — Mediation by RECC If we cannot resolve your complaint directly, you may refer it to RECC, who will mediate between us. RECC is approved by the Chartered Trading Standards Institute as part of the Consumer Codes Approval Scheme.

Renewable Energy Consumer Code (RECC) Online: https://www.recc.org.uk/consumer/complaints Phone: 020 7981 0850 Email: info@recc.org.uk

Stage B — RECC Renewable Adjudication Service If mediation does not resolve the complaint, either party may request that the case be referred to RECC’s Renewable Adjudication Service. The findings of this service are final and binding if accepted by the customer.

For Plumbing Work (Bathrooms, Leaks, Pipework)

If your complaint relates to plumbing competence, you should contact:

Water Safe Online: https://www.watersafe.org.uk/ Email: enquiries@watersafe.org.uk

Trustmark Dispute Resolution (All Work Types)

Because CMA Heating Limited is Trustmark registered, you also have access to Trustmark’s three-stage dispute resolution process:

Stage 1: Raise the complaint with CMA Heating Limited directly (this procedure).

Stage 2: Escalate to our Scheme Provider, RECC, using the contact details above. RECC will then have 30 days to investigate.

Stage 3: If the dispute remains unresolved after Stages 1 and 2, you may escalate the complaint to the Dispute Resolution Ombudsman (DRO), provided:

• 12 weeks have passed since you raised the complaint with us, or you have received a final response that you remain dissatisfied with
• The complaint is raised with the DRO within 12 months of the original complaint to us

Dispute Resolution Ombudsman Online: https://www.disputeresolutionombudsman.org/page/dispute-resolution-for-trustmark Email: info@disputeresolutionombudsman.org Address: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argyle Way, Stevenage, Herts, SG1 2AD

Decisions from the DRO are binding on us if accepted by you.

Insurance-Backed Guarantee Claims

CMA Heating Limited provides an insurance-backed guarantee on installations through QANW (Quality Assured National Warranties), a Financial Conduct Authority regulated insurance provider.

If CMA Heating Limited ceases trading and is therefore unable to honour our workmanship guarantee, you may claim against your insurance-backed guarantee directly with QANW.

QANW Online: https://qanw.co.uk Phone: 01292 268 020 Email: info@qanw.co.uk

When making a QANW claim you will need your policy documentation, sales contract, and the original installer guarantee. These are provided to you on completion of installation.

Other Sources of Help

For consumer rights advice, contractual matters, or guidance on your options:

• Citizens Advice: 0808 223 1133 or https://www.citizensadvice.org.uk
• Trading Standards (via Citizens Advice consumer service): 0808 223 1133
• The Energy Saving Trust (renewable installations): https://energysavingtrust.org.uk

Our Internal Review

All complaints, whether resolved internally or escalated, are reviewed at our next internal review meeting. Lessons learned are used to improve our processes, training, and service delivery. Any required corrective or preventive actions are logged and tracked to completion.

We maintain a complaints log that is available for inspection by RECC, OFTEC, Trustmark, MCS, and Gas Safe Register on request.

Document Control

CMA Heating Limited is a company registered in England and Wales. Company number 14997293. Registered office: 7 Hungate, Beccles, Suffolk, NR34 9TT.