Email: sales@thpuk.co.uk

Purpose of This Procedure

At Trace Heating Products Ltd, we are committed to providing excellent service. Our complaints procedure ensures that:

Customers have a clear and straightforward way to submit a formal complaint.

Complaints are handled promptly, fairly, and in line with customer rights.

How to Make a Complaint

To raise a complaint, please contact us directly with the following information:

Your name, address, and any relevant order, account, or enquiry numbers.

A description of the issue and how you would like us to resolve it.

You can contact us via:

Telephone: 01484 859700

Email: sales@thpuk.co.uk

Address: Trace Heating Products Ltd, 33D Greens End Road, Meltham, Holmfirth, HD9 5NW

Our Complaint Handling Process

Once we receive your complaint:

We will acknowledge it within 3 working days.

Your complaint will be logged and assigned to our Complaints Manager for investigation.

We may request further clarification if needed.

You will be kept updated throughout the process.

We will provide an expected timeframe for resolution — if it may take longer than 15 working days, we will let you know.

We aim to resolve complaints within 2 to 15 working days. For complex cases, up to 8 weeks may be needed.

 

Investigation

Our Complaints Manager will:

Fully investigate the issue.

Provide a detailed, written explanation supported by relevant evidence (such as photographs or inspection notes).

Ensure the investigation is conducted fairly and in line with Financial Conduct Authority (FCA) guidelines, focusing on:

Prompt and fair handling.

Clear and comprehensive replies.

Timely updates, especially for complex matters.

Who Can Raise a Complaint

Any customer may lodge a complaint.

If you used finance to purchase goods or services, you may have additional legal rights under the FCA regulations.

FCA complaints rules apply if:

The complaint involves regulated financial activities.

The customer claims to have suffered financial loss, distress, or inconvenience.

Final Response and Resolution

Our final written response will:

Clearly explain our decision.

Include details of any compensation, redress, or corrective actions offered (with calculations where relevant).

Provide details about your right to escalate the complaint to the Financial Ombudsman Service.

For eligible complaints involving regulated activities:

You have up to 6 months from the date of our final response to refer the matter to the Financial Ombudsman Service.

We will confirm whether we consent to waiving any time limits.

Fast Resolution (Within 3 Days)

If your complaint is resolved to your satisfaction within 3 business days:

We will send you a Summary Resolution Communication confirming resolution.

It will also explain your right to refer the complaint to the Financial Ombudsman Service if you later change your mind.

We may also use alternative communication methods (such as phone calls, emails, or text messages) where appropriate.

Closing a Complaint

A complaint is considered closed once a final response is issued.

However, customers retain the right to escalate the issue to the Financial Ombudsman Service if they remain dissatisfied.

We fully cooperate with the Financial Ombudsman Service and promptly pay any associated fees or awards.

Financial Ombudsman Service Contact Details

If you wish to refer your complaint, their details are:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 | 0300 123 9123 | 020 7964 0500

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Quick Summary:

Phone complaints: 01484 859700

Email complaints: sales@thpuk.co.uk

Written complaints: Trace Heating Products Ltd, 33 D Greens End Road, Meltham, Holmfirth, HD9 5NW