Customer Complaint Management Policy

When investigating a complaint, Plum Heating and Cooling relies on both the information you, the customer, provide and the data we already possess. To expedite and streamline the investigation process, we kindly request the following information from you:

1. Your Name and Contact Details: Please provide your full name and up-to-date contact information.
2. Job’s UR (Unique Reference) Number: If applicable, include the unique reference number associated with your job or service.
3. Name of the Plum Heating and Cooling Representative: Mention the name of the representative you have been interacting with.
4. Nature of the Complaint: Clearly describe the nature of your complaint, outlining the specific issues you have encountered.
5. Steps Taken to Resolve: Share details of any actions you have already taken in an attempt to resolve the complaint.
6. Relevant Conversations: Provide information about any conversations you’ve had that might be pertinent to your complaint.
7. Documentation Copies: If available, include copies of any documents that can assist us in understanding and addressing your complaint.

Plum Heating and Cooling is dedicated to resolving issues at the initial contact point whenever possible. However, in certain situations, a more formal complaint process may be required.

Upon receiving your complaint, we will send you an acknowledgment within five (5) business days. Following this, we will conduct an initial review. During this phase, there may be occasions when we need to seek clarification on certain aspects of the complaint or request additional documentation. If this happens, we will clearly explain the purpose of such requests and provide you with updates on the status of your complaint.

Our commitment is to resolve complaints within 20 business days of receiving them, though there may be exceptions where this timeline cannot be met. In cases where we are unable to resolve your complaint within the 20 business days, we will inform you of the reason for the delay and specify a new date by which we expect to provide a resolution. If we are awaiting clarification or additional documentation from you, meeting the 20-business day target may be impacted. In such instances, once we receive the necessary information, we will communicate an expected resolution date.

Upon completing our investigation, we will share our findings and any actions taken with you. This communication will be in writing, unless both parties have mutually agreed to receive it verbally. You have the right to inquire about the current status of your complaint at any time.