Our Complaints Procedure

We hope you'll never need to make a complaint but we realise that mistakes sometimes happen, so if you feel unhappy about something we have done then please let us know. We promise to listen to your feedback and use your suggestions to make improvements to our service.

How to make a complaint

We know that the circumstances leading up to making a complaint can be stressful, therefore we have tried to make it as easy as possible for you to contact us.

To let us know what it is that you're unhappy with, contact us in the following ways giving us your contact details and explaining exactly why you are dissatisfied:
• By phone: 0800 074 3030 (Freephone)
• By email: enquiries@gasway.co.uk
• By post: Customer Service Team, Gasway, 18 Burnet Road, Sweet Briar Estate, Norwich, NR3 2BS

How we will handle your complaint

1. We acknowledge and review your complaint upon receipt, and if it can be resolved on that day it will be. If we can’t resolve it on the first day, we will decide on an appropriate course of action which we will inform you of either by phone or in writing.

2. Your complaint will then be reviewed on a regular basis. You will be kept informed of progress being made towards a resolution.

3. When we feel that we have resolved your complaint, we will write to you and let you know the steps we have taken to resolve it. If you’re not satisfied, we’ll give you the opportunity to respond and request that we re-open the complaint.

4. Finally, we will review the cause of your complaint and identify any changes which we can make to our business processes. This way we ensure that we are taking every step possible to improve our customer service.

If you are still unhappy

All members of our customer service team are highly trained and are consistently evaluated on their skills. However, if at any time you are still unhappy with the way we are handling your complaint you can ask to have it reviewed at a higher level.

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