At Riva Heat, we are committed to providing a high standard of service to all customers. However, we understand that occasionally things may not go as expected. If this happens, we want to hear from you so we can put things right and improve our services.
This policy explains how you can make a complaint and how we will handle it.
Our Approach
We take complaints seriously and aim to resolve them fairly, efficiently, and transparently. Wherever possible, we will try to resolve concerns quickly through informal communication with our team. If this is not possible, you can submit a formal complaint and we will follow the process outlined below.
How to Make a Complaint
You can submit a complaint by email or by post.
Email: help@rivaheat.com
Post: Riva Heat
97 Ribchester Road
Blackburn
England
BB1 9HT
When making a complaint, please include as much information as possible, such as your name, contact details, order or installation details (if applicable), and a clear description of the issue.
Our Formal Complaints Process
Acknowledgement
We will first attempt to resolve any concerns through an informal discussion with our team. If the issue cannot be resolved informally, you may submit a formal complaint.
Once a formal complaint is received, we will acknowledge it within 5 working days.
Information Gathering
Our team will gather as much information as possible regarding the complaint. This may include reviewing documentation, speaking with relevant staff members, installers, or subcontractors involved in the work.
Investigation
A senior member of the relevant department will investigate the concerns raised to ensure the issue is reviewed fairly and thoroughly.
Response
We will provide a written response outlining the findings of our investigation and any actions we intend to take. Our aim is to provide this response within 25 working days of acknowledging the complaint.
Further Information
We are committed to resolving complaints in a professional and constructive manner. Your feedback helps us improve our services and maintain the high standards we expect at Riva Heat.
If you have any questions about this policy or would like an update on an existing complaint, please contact us at help@rivaheat.com.