Customer Complaints Policy

SGS aim to provide a high level of customer service and aftercare, but if things go wrong, please let us know.


SGS Heating and Electrical Ltd strive to not only provide a high-quality service, but also to provide a high level of aftercare to all our customers, but unfortunately sometimes things can go wrong. If you feel that we have not upheld these standards, please let us know.


Making a Complaint

We treat complaints with priority. We endeavour to resolve any problem promptly and will do everything we can to come to a satisfactory conclusion, as quickly as possible.

Any concerns you may have relating to work carried out, will be investigated fully and all complaints will be handled in an efficient, fair and confidential manner.


Ways to make a complaint:


  • Post:   
    SGS Heating and Electrical Ltd,
    Unit 4 Dolphin Industrial Estate,
    Southampton Road,
    SP1 2NB
  • Telephone:
    01722 331 066
  • Email:


Complaints about our financial services

If you have a complaint about our financial services and credit arrangements, you should first raise it under this procedure. We will endeavour to resolve the complaint to your satisfaction within 8 weeks, depending upon the nature of your complaint. However, if you believe we have not resolved your complaint to your satisfaction, you may take your complaint to the Financial Ombudsman Service (FOS).


The below summarises the five steps of our complaints handling process:

Step 1: Acknowledging your complaint

We’ll write to you to acknowledge your complaint within 5 working days of receiving it.


Step 2: Investigating your complaint

We understand how important it is that we resolve this quickly for you, but to ensure we reach a fair outcome, we’ll need to carry out a thorough investigation, which can take time. A trained adviser will investigate your complaint.

They’ll assess the details thoroughly, fairly and impartially in order to reach a decision. To help with their investigations they may need to contact you to ask for additional information.


Step 3: Keeping you updated on our progress

Our aim is to reach a conclusion within 4 weeks of receiving your complaint, but this will depend on the complexity of your case. If we’ve not resolved your complaint by this time we’ll ensure you’re kept updated on the progress of our investigation.


Step 5: Informing you of our decision

We will always inform you of our decision in a final response letter. This letter will detail all of our findings and the rationale behind our decision. We’ll always attempt to inform you of our decision over the phone if possible too.

In the event that your complaint hasn’t been resolved within 8 weeks from the date of receipt, we’ll provide you with a written update on the progress of our investigation, explaining why we’re not yet in a position to provide you with our final response.

At this point we’ll also let you know that you have the option to refer your complaint to the Financial Ombudsman Service. We’ll send you information which contains further details on the service that they provide.


Step 6: The Financial Ombudsman Service

 If 8 weeks have passed since you initially raised your complaint with us, or you’re not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

Please note that if you’ve got a complaint you should always contact us first. The Ombudsman will only consider your case once you’ve attempted to resolve it directly with us first.


You’ve got a period of 6 months to refer your complaint to the Ombudsman. This starts from the date of the final response letter that we send to you.

Here are the contact details of the Financial Ombudsman Service:
  • Post:
    The Financial Ombudsman Service
    Exchange Tower
    E14 9SR
  • Telephone:
    0800 023 4567 or 0300 123 9123
  • Email:
  • Website: