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How to complain

We are committed to providing the highest standard level of service. However, we understand that sometimes things can go wrong. If they do, we welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide a better service. We believe that if a customer wishes to make a complaint or register a concern, they should find it easy to do so. The following policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.

Logging a complaint

You can raise a complaint to ourselves in the following ways:

Call us

You can call us on 0800 1018 365, our office is open:

08:00am – 17:00pm Monday to Friday

08:30am – 13:00pm Saturday and Sunday (including bank holidays)

Writing

If you prefer to write to us with your complaint, please include all the information that led to the complaint. We will let you know when we have received your letter of complaint and advise our timeframe on the investigation.

Please address your letter to:

Gledhill Response Customer Service, Sycamore Trading Estate, Squires Gate Lane, Blackpool, Lancashire FY4 3RL

Email

You can email us at [email protected] , this email is monitored during the following hours:

08:00am – 17:30pm Monday to Friday

08:30am – 13:00pm Saturday and Sunday (including bank holidays)

Website

You can send us a message via our website, all messages will be responded to during the following hours:

08:00am – 17:00pm Monday to Friday

08:30am – 13:00pm Saturday and Sunday (including bank holidays)

We will acknowledge your complaint.

However, you choose to contact us, we’ll aim to contact you within 3 working days of receipt of your complaint to acknowledge we have received this and advise our next steps with the complaint.

Our aim is always to resolve your complaint as quickly as possible, however it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you and this timeframe we will be advised in our acknowledgment.

Stages of complaints

Stage 1 – Frontline Resolution – Complaint resolved within 5 working days

Stage 2 – Investigation – Complaint resolved within 20 working days

Stage 3 – Head of complaints – Complaint resolved within 28 working days

Stage 1

Frontline resolution aim is to resolve the complaint at the first point of contact with the customer, either by the member of staff receiving the complaint or other identified staff. Some complaints may take some information from other departments, but our aim is to resolve the matter within 5 working days and will be contacted with our outcome.

Stage 2

These complaints are more complex or require a detailed examination before we can state our position. These complaints may already have been considered at the frontline resolution stage, or they may have been identified from the start as needing immediate investigation.

An investigation aims to establish all the facts relevant to the points made in the complaint and to give the customer a full, objective, and proportionate response that represents our final position.

A full response to the complaint will be given not later than 20 working days from the time we receive the complaint for investigation.

If there are clear and justifiable reasons for extending the timescale, management will set time limits on any extended investigation, as long as the customer agrees. We will keep the customer updated on the reason for the delay and give them a revised timescale for completion. If the customer does not agree to an extension but it is unavoidable and reasonable, then senior management must consider and confirm the extension.

The reasons for an extension might include the following:

  • Essential accounts or statements, crucial to establishing the circumstances of the case, are needed from staff, customers, or others but they cannot help because of long-term sickness or leave.
  • You cannot obtain further essential information within normal timescales.
  • Operations are disrupted by unforeseen or unavoidable operational circumstances, for example industrial action or severe weather conditions.
  • The customer has agreed to mediation as a potential route for resolution.

We will let the customer know the outcome of the investigation, in writing or by their preferred method of contact. Our response to the complaint will address all areas that we are responsible for and explain the reasons for our decision.

We will also make clear to the customer:

  • their right to ask the head of complaints to consider the complaint.
  • the time limit for doing so, and
  • how to contact the head of complaints.

 

Stage 3                                                                                                                 

If you are unhappy with the response received from the investigation stage the business is trained and experienced in dealing with escalated complaints. This must be received in writing within seven days of the investigation response.

The objective of this stage is to find a mutually satisfactory resolution for your complaint. Gledhill Response will always want to try and resolve any concerns or complaints you have.

We will endeavour to address and resolve your concerns, if necessary, with review by the relevant Commercial Director. After this review the head of complaints will provide a final response from Gledhill Response about your complaint. The business will aim to respond within 28 working days.

 

Closing the complaint

If you remain dissatisfied with the response you have received after contacting the head of complaints Tracking Operations and you have received a final response letter you may then seek the relevant legal advice.

Contact Advice

This is heavily dependent on the quality of installation, the way the appliance has been used over the years and the quality of maintenance and care it has received.

Technical Advice

Noise will generally only occur when the unit heats during the night or when requested by you during the day. The unit contains a copper cylinder holding 100 – 200 litres of water, which will make some noise when heated, in the same manner a kettle makes considerable noise when heating a far lower quantity of water.

Some noise is therefore unavoidable, however, if the noise level increases noticeably or you are concerned it is excessive, please do not hesitate to contact us.

Contact Advice Technical Advice

It is virtually impossible that your PulsaCoil appliance can create high bills, providing it has been correctly installed. Unless you physically press your ‘boost’ button to charge the unit during daytime hours, your unit will only heat on the off peak period and you should be able to identify this cost clearly on your electricity bill.

Most people will notice a significant difference in their electricity usage during the summer months when they do not make use of electric radiators. High electricity bills are far more likely to be linked to your domestic appliances or heating system.

Existing Customers Plans

While this high temperature guarantees safe water quality, we do understand that this temperature is very hot. Older people who have more sensitive skin, may have restricted movement and be unable to react quickly. They are consequently more vulnerable to scalding, especially if ‘stuck’ in a bath or shower.

The temperature of the hot water cannot be ‘turned down’ via our appliance due to the risk of bacterial build up within your pipework, but it can be reduced at the outlet itself through the installation of a thermostatic control.

We are delighted to be able to offer a range of thermostatically controlled products which will control and significantly reduce the temperature of water you use for showering, bathing, and hand washing.

These products conform to the highest British safety standards and mix the hot and cold supplies to a pre- determined safe temperature, consequently allowing a far more comfortable water temperature and significantly reducing the risk of scalding in the home.

To find out more about these products, contact Gledhill Response on 0800 3800 129.

Technical Advice

Your PulsaCoil appliance is designed to meet with Building and Water Authority Regulations, which stipulates that hot water is routinely delivered to tap outlets at no less than 50°C

– 55°C.

These temperatures prevent the growth of micro-organisms within your pipe work and eliminate the risk of legionella and harmful bacteria within your hot water. You can therefore have absolute confidence that the hot water that you use to bathe and wash with is completely safe.

Contact Advice Technical Advice

The hot water delivered through your taps is your mains cold water which has been instantaneously heated by our appliance. This means that the hot water produced is the same quality as your incoming mains supply and should therefore be of drinking quality.

You have no exposure to stored water and there is nothing our unit can do to influence the quality of your water. The PulsaCoil eliminates the risk of legionella or dangerous bacterial growth affecting your hot water supply.

Emergencies Technical Advice

When you initially turn on the hot tap, you draw the water that has been stood in the pipework between the PulsaCoil and the tap itself. It is not until this water is drawn off that you then receive the hot water that is generated by the PulsaCoil. This is unavoidable and would be experienced with ANY boiler.

You may experience a fluctuation in temperature of the water for a further 20-30 seconds. This is just the unit adjusting the output temperature to the taps as it passes the sensor on the unit.

Technical Advice

We advise that if you are away from the property for less than 2-3 weeks, then leave all power switches on. If, however, you are going away for longer than 3 weeks, you can make a small saving by turning your OFF PEAK SUPPLY OFF, but leaving the MAIN POWER SUPPLY ON. This will stop the unit heating up on the off-peak periods, but the pump is exercised on a regular basis – reducing any potential problems on your return.

Inside your appliance a store of water is held within a copper cylinder, which will cool if the appliance is switched off. If the water held in the copper cylinder is allowed to remain cool for a prolonged period of time, the natural rate of corrosion of the copper cylinder will accelerate and the lifetime of your appliance can be significantly reduced. If all the power is turned off, the pump is not exercised on a regular basis and has an increased likelihood of seizing up.

We would not therefore recommend leaving your unit switched off for several months without the appliance being drained. Gledhill Response would be pleased to drain your unit for you at a subsidised rate should this ever be necessary.

Technical Advice

Turning the appliance off during the daytime will not save electricity. Since the unit only charges overnight, unless you are on an Economy 10 tariff or actually request a top up of hot water (by pressing your ‘boost’ button) you will not use a significant amount of electricity during the day.

Technical Advice