Complaints Policy

Introduction

At EDF Heat Pumps (CB Heating Ltd) we believe that if you wish to file a complaint, it should be easy for you to do so.

Complaints are an opportunity for us to learn, adapt, and improve. More importantly they give us the chance to resolve issues if they occur and provide you with a better service.

We aim to deal with your complaint in a timely and professional manner within agreed timescales.

Contact details

To make a complaint, please contact us via one of the following:

By telephone: 01255 821443

By email: complaints@edfheatpump.co.uk

By post: Stephenson Road West, Clacton-on-Sea, Essex, CO15 4TL

Our complaints policy

Our commitment

As part of our complaints policy, we make the following commitment to you:

We will treat all customers fairly, with dignity and respect
We will recognise and support vulnerable individuals
We will handle complaints promptly, professionally, and in compliance with FCA rules (particularly DISP – Dispute Resolution rules)
We will prevent detriment, especially where financial products are involved

How to make a complaint

Complaints can be submited to us in the following ways:

By phone: 01255 821443
By email: complaints@cbheating.co.uk
By post: EDF Heat Pumps (CB Heating Ltd), Stephenson Road West, Claton-on-Sea, Essex, CO15 4TL

Supporting vulnerable customers

At EDF Heat Pumps (CB Heating), we commit to supporting vulnerable customers.

Identifying vulnerabiity

We follow the FCA’s six key drivers of vulnerability:

Health – physical or mental health conditions
Life events – bereavement, job loss, relationship breakdown
Resilience – low emotional or financial resilience
Capability – low confidence or understanding of financial matters

Staff are trained to look out for:

Confusion or misunderstanding of finance terms
Indications of distress, cognitive impairment, or reliance on others
Requests for repetition, slow responses, or poor memory

We never take advantage of a vulnerable customer’s situation.

Supporting vulnerable customers

We provide:

Clear, jargon-free explanations of financial and technical information
Options to involve trusted third parties
Flexible contact channels (email, phone, post)
Extra time to make decisions without pressure
Accessibility options (large print, language support)

Financial Promotions & Product Suitability

In line with FCA principles, all financial promotions and documents must be:

Clear, fair, and not misleading
Provide a balanced view of risks and benefits
Include APR, total cost, and repayment terms
Only promote products suitable for the customer’s needs and circumstances

Complaints handling procedure

Our complaints handling procedure has been written in line with the DISP rules as laid out by the Financial Conduct Authority (FCA).

Step 1: Contact Us
Complaints may be submitted via:

Phone: 01255 821443
Email: complaints@cbheating.couk
Post: EDF Heat Pumps (CB Heating Ltd), Stephenson Road West, Clacton-on-Sea, Essex, CO15 4TL

Step 2: Acknowledgement
We will acknowledge receipt of your complaint within 3 business days.

Step 3: Investigation
Handled by a trained complaints officer or manager. We will:

Record the complaint
Investigate the issue fairly
Respond with a final decision within 8 weeks

Step 4: Resolution
We may:

Apologise and explain what went wrong
Offer redress (financial or service-based)
Provide guidance on next steps

If your complaint is unresolved after 8 weeks or you’re unhappy with our decision, you can escalate your complaint to the Financial Ombudsman Service (FOS):

Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Address: Exchange Tower, London E14 9SR

Your personal information

Record keeping and monitoring

All complaints and outcomes are logged and monitored
Root causes are reviewed for systemic issues
Complaint records kept for a minimum of 3 years, as per FCA rules

Data protection

All personal data, including complaint records and customer information, are processed under:

UK General Data Protection Regulations (GDPR) legislation
The Data Protection Act 2018

The confidentiality of your data and your privacy are paramount.

Staff training

All our staff undergo the following training:

Mandatory FCA compliance and vulnerable customer training
Refresher sessions every 12 months
Scenario-based learning for complaint resolution

Complaint policy updates

We will review this policy annually or after:

Any regulatory changes (FCA updates)
A serious complaint or adverse event
Any internal audit findings