Finance Complaints Policy

This policy applies to complaints relating to finance arrangements offered through TradeHelp. For general enquiries or service-related concerns, please contact Direct Plumbing and Heating Ltd directly.

Your Feedback Matters

At Direct Plumbing and Heating Ltd, we are committed to providing a high standard of service. If we fail to meet your expectations or make a mistake, we want to hear from you.

We will investigate your complaint promptly and do everything we can to resolve the matter as quickly and fairly as possible. Your feedback also helps us improve our service for future customers.

How to Make a Complaint

If you wish to make a complaint, please contact us and provide:

Your full name, address and telephone number
Any quotation, invoice or reference number (if applicable)
A clear description of your complaint or concern

Contact Details

Direct Plumbing and Heating Ltd

Phone: 01293 922239 / 07843 206187

Email: info@directltd.co.uk

You may contact us by telephone or email. If you require communication in an alternative format, please let us know and we will do our best to accommodate your needs.

What Happens Next?

We aim to resolve complaints as quickly as possible.

Where possible, we will resolve your complaint immediately and confirm the outcome with you. If we cannot do this, we will contact you within three working days to explain:

Why your complaint has not yet been resolved
Who is handling your complaint
When you can expect a further update

We will keep you informed throughout the process. If we are unable to provide a final response within eight weeks, we will explain the reason for the delay and let you know when you can expect our final decision.

Complaints Relating to Finance

If your complaint relates to finance arranged through TradeHelp and we are unable to resolve your concerns, or you remain dissatisfied after receiving our final response, you may contact TradeHelp directly.

TradeHelp Ltd

Address
Marchwiel Centre
Bryn Lane
Wrexham Industrial Estate
LL13 9UT

Telephone: 01978 666887

Email: info@tradehelp.co.uk

If your complaint relates specifically to your finance agreement, it may be forwarded to the relevant credit provider, who will investigate your complaint and issue their response within eight weeks.

Financial Ombudsman Service

If you are not satisfied with the outcome of your finance-related complaint, or eight weeks have passed without a final response, you may be entitled to refer your complaint to the Financial Ombudsman Service.