Introduction 

At Heliocentrix, we are dedicated to providing the highest level of service to our customers. We value your feedback and take complaints seriously as an opportunity to improve our practices and services.  

How to Make a Complaint 

In the unlikely event that you ever have a problem with a product or service, please contact us by: 

• Phone: 01732 600170 

• Email: [email protected] 

Our support team will make every effort to resolve your issue promptly. 

If you are not satisfied with the response or resolution provided by our Customer Service Team, you may submit a formal complaint in writing. Please send your written complaint to: 

• Post: Heliocentrix Complaints, Beech House, Thorn Road, Marden, Kent, TN12 9EJ 

Please provide as much detail as possible about your complaint, including your contact information and any relevant documentation or evidence that will help us to assess your concerns thoroughly. 

Complaint Handling Process 

Acknowledgement 

Upon receiving your complaint, we will acknowledge it within 2 business days. This acknowledgment will include the name of the person handling it. 

Investigation 

We will thoroughly investigate your complaint, which may involve reviewing relevant documents, speaking to staff members, and gathering additional information.  

Resolution 

We aim to resolve your complaint within 10 business days. If we require more time, we will inform you of the delay and provide an estimated timeframe for resolution. 

Escalation 

If you feel that your complaint has not been resolved to your satisfaction, you may escalate the matter to the Managing Director by emailing [email protected]. 

Confidentiality 

All complaints will be handled with the utmost confidentiality. Information related to your complaint will only be shared with those directly involved in the investigation and resolution process. 

External Mediation 

If, after following our internal complaints process you remain dissatisfied with the resolution, you may seek external mediation or arbitration services. Heliocentrix will cooperate with any such process as required. 

Continuous Improvement 

We regularly review complaints and feedback to identify areas for improvement in our services and processes. Your feedback is invaluable in helping us enhance the quality of our offerings. 

Contact Us 

For any questions or further information regarding our Complaints Policy, please contact us at [email protected]. 

Thank you for your continued support.