Customer Complaints Policy & Procedure

Our Commitment

All our customers are important to us. We are committed to providing a fair, timely, and courteous service to every customer. If something goes wrong, we want to hear about it so that we can put it right and learn from our mistakes.

How to Make a Complaint

If you wish to make a complaint, please contact us by any of the following methods:

• Email: info@discreteheat.co.uk
• Phone: 01942 880 060
• Post: DiscreteHeat Ltd, 1 Victoria Works Industrial Estate, Coal Pit Lane, Atherton, Manchester, M46 0FY

Our Procedure

When we receive a complaint, we will handle it as follows:

• Your complaint will be acknowledged and reviewed promptly and thoroughly
• We will aim to provide a full response within 10 working days of receipt
• If we are unable to provide a final response within 10 working days, we will contact you to explain the reason for the delay and provide an expected timeframe for resolution

What We Need From You

To help us investigate and resolve your complaint as quickly as possible, please provide:

• Your name and contact details
• Your order number (if applicable)
• A clear description of your complaint
• Any supporting documentation or photographs
• The outcome you are seeking

Our Promise

We take all complaints seriously and will treat every complaint with fairness and impartiality. We use complaints as an opportunity to improve our products and services for all our customers.