Complaints Procedure

COMPLAINTS PROCEDURE Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible. How we handle complaints Step 1 Please contact us at your earliest convenience with the following information: Your full name, address and telephone number Details of any previous correspondence you’ve had with us Details of your problem or complaint We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated. You can contact us … By email: rjgasappliances@btconnect.com Step 2 We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take. Step 3 We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service. You can contact them in one of the following ways: In writing: The Financial Ombudsman Service Exchange Tower London E14 9SR By phone: 0800 023 4567...

Privacy Policy

Privacy Policy Who are we? We are RJ Gas Appliances Ltd and can be contacted on the below contact details: ·       Email:rjgasappliances@btconnect.com Our Data Protection Officer Our data protection officer can be contacted on the below: · ·       Email: rjgasappliances@btconnect.com Why do we collect and use your personal information? We collect and use your personal information in order for us to provide you with our Plumbing/ Heating/ Boiler repair and installation service. We use your personal information to send marketing communications to you about similar products and services that may be of interest to you. We will send our marketing communications to you by email. It is to be noted that you can object to your personal information being used by us to send you marketing information. Each marketing email will also include an unsubscribe link to enable you to opt-out of receiving future marketing communications. What is our lawful basis for handling your personal information? Under the General Data Protection Regulation (GDPR) we must have a lawful basis to legally handle your personal information. The lawful basis that we rely upon are as follows: 1.     Contract – to take steps, at your request, to enter into a contract to fulfil your order and to perform our obligation under the contract (i.e. to deliver your order); 2.     Legal obligation – to share personal information with law enforcement agencies and regulatory bodies if required to do so by law; 3.     Legitimate interests – to use your personal information to send you marketing communications about similar products/services in the future, to share your personal information with third party professional service providers...

Vulnerable Customers Policy

OUR PROCESS FOR DEALING WITH POTENTIALLY VULNERABLE CUSTOMERS A person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process, or cannot communicate their decision. A person with mental health problems who is in debt is particularly vulnerable due to their (potential): ·      Lack of money management skills ·      A reliance on benefit income ·      Fluctuations in income or inability to work ·      Unmet housing, care or treatment needs ·      Poor communication skills ·      A relationship breakdown Assessing a person’s mental health is complex but needs to be recognised in early contact and addressed appropriately. If we believe a person may be vulnerable, we will ask 3 key questions: 1.     Does your mental health affect your financial situations? 2.     Does it affect your ability to deal with or communicate with us? 3.     Does anyone help you to manage your finances such as a family member? Signs we look out for when identifying vulnerability in customers: ·      Do they ask you to speak up or speak more slowly? ·      Do they understand what you are saying, or do they miss important bits? ·      Do they appear confused about what is being offered? ·      Do they ask any unrelated questions? ·      Do they keep wandering off the point in the discussion and talk about irrelevant things or things that don’t make sense? ·      Do they keep repeating themselves? ·      Do they take a long time to answer questions or say that someone else deals...