Complaining about Heliocentrix

We’re here to help. We will treat you with respect and courtesy and will do all we can to make sure you’re satisfied at all times with the help and guidance we give you.

However, if for any reason you are not satisfied, please contact a Customer Services team leader, who will investigate and respond to your complaint. If you are not happy with the response you receive and wish to take it further, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

Complaints procedure

If you have made a complaint to a Customers Services Team Leader and are not happy with the response, you should complain to our Managing Director via email or mail: complaints@heliocentrix.co.uk

Managing Director
Heliocentrix Limited
220 Vale Road
Tonbridge
TN9 1SP

Or telephone us on 01732 600 170

  1. When we receive your complaint we will acknowledge it within two working days.
  2. We will then fully investigate your complaint and aim to respond within 10 working days.
  3. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
  4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive and, where appropriate make changes to our systems and services in response to your feedback.

If we do not hear from you within 20 days we will consider the case to have been resolved.

Our commitment to our staff

We are committed to our customers and providing the best service possible. We are also committed to providing a safe and appropriate working environment for our staff. Our staff have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.

We reserve the right, where our staff are subjected to unacceptable conduct or communication, to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or to a specific contact).

What if I have suggestions and comments rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to info@heliocentrix.co.uk and they will be passed on to the relevant department or project team asap.