Customer Service
Our aims
Our first priority is to ensure our customers are fully satisfied with the service that we offer. Our aim is to:
- Provide all customers with same day response
- Ensure all customers are fully satisfied with our service
- Ensure our workmanship meets customers expectations
Complaints
At Village Heating our customer service is rarely deemed unsatisfactory, but we are never complacent and continuously strive for improvement.
If problems do occur we analyse the problem, discuss our resolution plan with the customer and work towards quick resolution.We also analyse lessons learned so that the situation does not occur again.
However, we understand that we can’t provide perfect service all the time, and during these times we want to be able to offer a transparent and helpful resolution system. We use a three-stage process to ensure any and all complaints are dealt with properly and effectively.
We use a three-stage process to ensure any and all complaints are dealt with properly and effectively:
Step 1
If you have an issue or something you would like to speak to us about, then you can call or email our customer service team. They will be more than happy to try and resolve the matter quickly and effectively. You can also contact us using the form further down the page.
Step 2
Once you have spoken to our customer service team, if you feel that the matter has not been resolved please escalate this to our customer service manager and we will investigate the matter further.
Step 3
In the rare event that our customer service manager has still not resolved the matter this will need to be escalated to our general manager Daniel, who will investigate your path of communication and look to give you an effective resolution.