COMPLAINTS POLICY

 

In the event of wanting to raise a formal complaint to ensure it gets to the correct person you should follow our below complaints procedure

 

(a) You must contact the company in writing addressing it as a complaint within 14 days of the works in question being carried out, so we can investigate your concern. This is unless you are contacting us in relation to a defect of work you believe is covered under our workmanship warranty (information can be found in our workmanship warranty section Our Guarantee) which would be after 14 Days

(b) You can address your letter to Ryan O’Sullivan and to the contact details provided at the bottom of our T&C’s

(c) RyGas ltd. will contact you within 5 working days to confirm receipt of your complaint and start investigation. These next steps of investigation will vary based on the type of complaint we may need to arrange access to view the work in question, or to gain any further information relating to your concern from any parties involved. •

(d) After investigations have been made RyGas ltd. will aim to respond within a further 7 working days. This will be a written response in which we will outline our findings and try to conclude our resolution of the matter.

(e) Our complaints procedure is subject to our T&C’s which can be found to view on our website or requested.

(f) If you are not satisfied with our final response – you may see below on Dispute resolution services available.

Where you accept our final response to any complaint, this signifies our satisfaction with the outcome and therefore is not to be taken any further. Should the customer then take this further to any third party, either by way of legal proceedings or review. Rygas ltd reserves the right to hold you liable for any costs associated in relation to admin, loss or earnings or defamation to the business.

 

DISPUTE RESOLUTION 

 

Where you have made a formal complaint via our complaints procedure and are not satisfied with our investigation or outcome – we would enter dispute resolution if your final balance has been paid in full. Dispute resolution would only be entered subject to this. If we have not been paid for the works – we may then enter the legal track to have an independent third-party view on the matter.

This Contract is subject to the applicable laws of England, Wales, Scotland and Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution, the courts of England and Wales shall have exclusive jurisdiction to hear any dispute arising from this Contract.

 

In the event of an unresolvable issue, You can refer Your case to a nominated alternative dispute resolution provider of your choice such as

 

TrustMark Dispute Resolution

· Offers mediation and conciliation. · Website: www.trustmark.org.uk

 

Which Trusted Traders

· Offers mediation and conciliation. · https://trustedtraders.which.co.uk/

 

However, where your dispute relates to renewables installed by Rygas ltd you may refer your dispute to

 

HIES

Address: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GR

Telephone: 0330 335 3354 Email: [email protected]

 

The parties agree that, in the event of a dispute, We will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution services.

 

If we are unable to resolve the dispute through mediation, the complaint can be referred to The Dispute Resolution Ombudsman, who is entirely independent of HIES.

 

If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the Contract.