Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to any received complaints to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything that you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Contacting Us Regarding A Complaint

Either call us: 01980 600513, send a letter to: Polaris Plumbing & Heating Ltd, 9 Gason Hill Rd, Tidworth, SP9 7JX or email us: info@polarisgas.co.uk 

We aim to respond within 15 working days of receiving your complaint and where possible, we will provide you with a date to remedy any issues raised.

Alternative Dispute Resolution

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209.

Further information about our Alternative Dispute Resolution arrangements can be found on our Alternative Dispute Resolution page.