Customer Complaint Procedure
Ideal is committed to providing products and services of a high quality but sometimes problems arise which result in a product or service falling short of a customer's expectation.
We like to deal quickly and effectively with such problems however, we believe the person best qualified to say whether we have is the customer. Our aim therefore is to provide a simple way for a customer to express a complaint and have confidence it will be treated in a fair and reasonable manner.
In order that all complaints receive appropriate attention we have created a dedicated sector, the purpose of which is to investigate details, and to produce a response which ensures the merits of the complaint have been properly addressed.
We endeavor to resolve all issues at first point of contact, which would be via telephone, we feel that this is the most effective way of understanding the issue, and customers should find that it can be dealt with quickly and easily.
However, if you feel that your complaint is of a more serious nature, and cannot be dealt with directly by phone, then please write to us with thorough details of your issue to the following address:
The Customer Services Team
Ideal Boilers Ltd
National Avenue
Hull
HU5 4JN.
Alternatively customers may wish to fax their complaint to the Customer Services Team on: 01482 498241 or e-mail the Customer Services Team on: Technical_CustomerServices@idealboilers.com.
Every effort will be made to ensure that the medium used for contact, will be the medium used for a reply, although the nature of the reply may not make that possible. The time it takes for a reply will depend on the level of investigation required, however our aim is to respond to complaints received in no more than 5 working days.
Ideal Boilers Ltd is not regulated by a National Body but in setting its policy on redress to customer complaints it works to a standard it believes to be fair and reasonable. Ultimately however, customers can seek to file their claim by other means and this complaints procedure is in addition to the protection provided by statutory rights.