Complaints Procedure

How to raise a complaint

You can raise a complaint with us in any of the following ways:

• Telephone: 0203 727 2578
• Email: info@wdigroupltd.co.uk
• Post: WDI Group (Surrey) Ltd, SBC House, Restmor Way, Wallington, Surrey, SM6 7AH

What to include

To help us look into your complaint as quickly and thoroughly as possible, please include:

• Your name and contact details
• Your address or the address where work was carried out, if relevant
• Details of the service or enquiry your complaint relates to
• A clear description of the issue and, where possible, any relevant dates
• Details of any previous contact you have had with us about the matter

Acknowledging your complaint

We aim to acknowledge complaints promptly and will confirm that we have received your complaint and are looking into it.

How we review complaints

We aim to review each complaint fairly and thoroughly, considering all relevant information, and to keep you updated on progress while we do so. We aim to provide a full response setting out our findings and, where appropriate, any steps we propose to take, without committing to a fixed service-level timescale, as the time needed can vary depending on the nature of the complaint.

If you remain unhappy

If you are not satisfied with our response, please let us know and we will consider whether a further review by a senior member of the team is appropriate.

Alternative dispute resolution

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to an alternative dispute resolution provider. [Placeholder: details of relevant alternative dispute resolution scheme, if applicable].

Your consumer rights

Raising a complaint with us does not affect your statutory rights as a consumer, including those under the Consumer Rights Act 2015.

F-Gas and industry registration

We take our regulatory and industry obligations seriously, including compliance with F-Gas regulations. Our REFCOM registration reference is REF1021486.

How to contact us

WDI Group (Surrey) Ltd, trading as Cheam Air Conditioning, SBC House, Restmor Way, Wallington, Surrey, SM6 7AH. Telephone 0203 727 2578 or email info@wdigroupltd.co.uk.