At Mike Ruth Plumbing & Heating Ltd, we are committed to providing excellent service and ensuring the satisfaction of every customer. However, we understand that there may be times when expectations are not met. If you have a concern or complaint, we’re here to listen and resolve the issue promptly and fairly. 

Your feedback helps us improve, and we take all complaints seriously. Please follow the steps below to ensure your concerns are addressed as efficiently as possible. 

How to Make a Complaint 

Step 1: Contact Us 

If you have a complaint, we encourage you to contact us directly to discuss your concerns. You can reach us via the option below: 

Email us at Matt@mikeruthplumbing.co.uk

Call us on 07888 337302

Write to us at 6 Stonepark Crescent, Ashburton, TQ13 7RF

Step 2: Investigation 

Once your complaint is received, we will: 

  1. Acknowledge your complaint within 2 business days. 

  2. Investigate the issue thoroughly, which may involve speaking with engineers or reviewing the services provided. 

  3. Aim to resolve your complaint and respond within 10 business days. 

If further investigation is required, we will keep you informed of the progress and provide an updated resolution timeline. 

Time Limits - You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. 

 

Step 3: Resolution 

Once we’ve assessed your complaint, we’ll provide a clear explanation of our findings and any steps we’re taking to resolve the issue. This could include offering an apology, rectifying the problem, or discussing alternative solutions. 

 

Still Unsatisfied? 

If you’re not happy with the outcome of your complaint, you can request a review by an alternative senior member of our team. We strive to reach a fair resolution and value your patience as we work to address your concerns. 

For further action, if necessary, you can escalate your complaint to an industry ombudsman or relevant regulatory body. We are members of Gas Safe Register, OFTEC and the CIPHE - Chartered Institute of Plumbing and Heating Engineering all of whom have complaints procedures.

If you are unhappy with the outcome of complaints to the bodies mentioned above you can refer this matter to Utilities ADR who are a certified Alternative Dispute Resolution (ADR) provider. You can start a complaint with them via their portal. We are prepared to submit to an ADR procedure operated by that provider.  

Customer Satisfaction is Our Priority 

At Mike Ruth Plumbing & Heating Ltd, your satisfaction is at the heart of what we do. We appreciate you giving us the opportunity to address your concerns and improve our service. Thank you for helping us grow and serve you better! 

If you have any questions about our complaints process, feel free to get in touch. We’re here to help.