Complaints

If you have complaint, we are here to help.

Here is what you can do?

Firstly you can call our office on 01903 814 777, you can email us at info@youroption.co.uk, or you can write us a letter to 9 Penlands Way, Steyning, BN44 3PN.

Our Complaints Procedure:

We are dedicated to providing a high-quality gas and heating engineering service to all of our customers. When something goes wrong it is always good for us to hear about it, so we can put it right and we can improve our standards.

If you have a complaint, please contact us with the details. We’ll respond to your complaint within two weeks.

What will happen?

1. Firstly do not worry about making a complaint to our team here at Option Energy Solutions as we will deal with you as our customer with empathy, kindness and compassion.

2. Please put your complaint in writing and send the complaint to info@youroption.co.uk, or you can write us a letter to 9 Penlands Way, Steyning, BN44 3PN. If you feel this is an emergency, please call us immediately and we will address the issue promptly.

3. We will then send you a letter or email acknowledging receipt of your complaint within three days of receiving it also enclosing a policy of this procedure.

4. We will draw together all of the evidence and take all of your information into account of work and come to a written conclusion of her findings. This will be emailed or a letter documenting our findings in a two- week window of Option Energy Solutions receiving the complaint in writing.

5. If our findings show that your complaint is justified, then we will put this into writing explain our next steps, if we feel the complaint is unjustified this will also be put into writing and sent to you explaining our findings.

6. If you are not satisfied with our findings, then you can either make an appeal to us in writing or seek legal advice.

7. We appreciate your time and patience.