Complaints Policy

At Pipeworks Heating Limited, our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, unfortunately problems can occur and if they do, we will try to put things right as quickly as possible.

Please give us the opportunity to put things right

At Pipeworks Heating Limited we want to provide the best possible service. However, we also appreciate there may be times when you feel we haven’t quite met your expectations.

If you are not happy about any part of our service we want to know. That way we can hopefully correct the situation and use your feedback to continuously improve. Whatever your concern, let’s work it out together.

Step 1 – Tell us about your concerns

To help you, we want to deal with any concerns or suggestions you may have as quickly as possible via any of the following channels;

  • Phone: 01782 205482
  • Email:
  • Post: Pipeworks Heating Limited, Unit 18c Railway Enterprise Centre, Shelton New Rd, Stoke-on-Trent ST4 7SH.

We will aim to sort out your concerns as soon as possible and respond to you within five working days.

Step 2 – If we have not resolved your concerns at step 1

If you notify us that you are not satisfied by the outcome of Step 1 for any reason, we will refer your concerns to our Office Manager for further review and you will be contacted within 5 working days acknowledging your concerns. You will be kept informed throughout the review and on completion will be provided with a written response within ten working days.

Should you notify us to say you remain dissatisfied for any reason we will refer your concerns to the relevant Director who will be asked to review your concerns and provide a final written response within ten working days.

In the unlikely event…

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 981 2929.