We hope and expect that you will have no cause to complain about any aspect of our service. If, however, there is anything at any point that does not meet your expectations, please do not hesitate to let us know and we will do our utmost to make things right.
The principle assigned to deal with complaints is:
Kieran Masterson
Nu Age Heating & Interiors Ltd
Unit 7a Kingswood Close Industrial Estate, Kingswood Close, Coventry, England, CV6 4AZ
Tel No: 024 7695 0000
Email Address: [email protected]
Company Registration No: 12003410
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.
When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In person – call into our office at the address shown. We are open Monday to Friday from 8.00 am – 5.00pm.
In writing – write to us and address your letter to The Customer Complaint Manager.
By telephone – call us on 024 7695 0000 during our office hours and ask for the Customer Services Department.
By email – use the email address shown.
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 024 7695 0000 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will:
OR
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
If your complaint relates to the finance linked to your purchase you can still let us
know about this, but we will forward it on to your credit provider. Your credit provider
will acknowledge your complaint and investigate it thoroughly and issue their
response within eight weeks.
If you are not satisfied with the lender's response to your complaint relating to the
finance agreement, you may be able to refer the matter to the Financial Ombudsman
Service. You must contact them within six months of the date of the lender’s final
response letter to you.
They can be contacted in the following ways:
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk