Customer Care Hub

Complaints

How we handle complaints

We aim to provide a high standard of service, workmanship and customer care. If you are unhappy with any aspect of our service, installation, workmanship, communication or aftercare, please let us know.

A complaint is any expression of dissatisfaction, whether made verbally or in writing. You do not need to use the word “complaint” for us to treat it as one.

You can submit a complaint using the form below or contact us by telephone or email.

What happens when you complain?

We will:

• Record your complaint in our complaints log.

• Acknowledge your complaint within 24 hours.

• Assign responsibility for investigating and responding to your complaint to an appropriate member of our team.

• Listen to your concerns and establish the outcome you are seeking.

• Investigate the matter fairly and respond effectively, keeping you informed if further information, an inspection or additional time is required.

• Take responsibility for issues relating to our installation or work, including work carried out on our behalf by subcontractors.

• Work with you to resolve the complaint and complete any necessary corrective work as quickly as reasonably possible.

• Provide you with a clear response explaining our findings, proposed resolution and any next steps.

Where a complaint relates to an MCS installation, we may review the system design, installation, commissioning and handover records as part of our investigation.

If you are unhappy with our response

If you are dissatisfied with our final response, or we have been unable to reach a resolution that you agree with, you may escalate your complaint through the MCS complaints process.

MCS acts as the central point of contact for complaints about MCS-certified installers and installations. Further information and the online complaint form are available on the MCS complaints website.

You can also contact MCS using the following details:

Email: mcscomplaints@mcscertified.com
Telephone: 0333 103 8130

If the complaint cannot be resolved through the MCS complaints process, we will participate in Alternative Dispute Resolution where applicable and cooperate with the MCS-appointed ADR provider.

The current MCS ADR provider is the Furniture & Home Improvement Ombudsman, an independent Alternative Dispute Resolution organisation. Information about eligibility and referral will be provided through the MCS complaints process.

Learning from complaints

We value customer feedback. We review complaints, their causes and their outcomes to identify lessons, improve our procedures and reduce the risk of similar issues happening again.

Call: 07811 467645
Email: liam@lincolnheatpumps.co.uk

Liam Conneely

Complaint form