Complaints Policy
Last updated: July 2026
At Summit Plumbing & Heating Solutions, we are committed to providing a high standard of service. However, if something goes wrong, we want to hear from you so we can put it right.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us using the details below:
Telephone: 02033557452
Please provide as much detail as possible, including your name, address, and a description of the issue.
What Happens Next
We will acknowledge your complaint within 2 working days.
We aim to investigate and respond fully within 7–14 working days.
If more time is required, we will keep you informed of progress.
Our goal is to resolve all complaints fairly, promptly, and to your satisfaction.
Finance-Related Complaints
On the rare occasion that we do receive a complaint, we take it very seriously. If you
have an issue with a product purchased via finance and we have been unable to resolve
your issue, please contact TradeHelp Ltd using the following details:
• Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
• Telephone: 01978 666887
E-mail: info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase you can still let us know
about this, but we will forward it on to your credit provider. Your credit provider will
acknowledge your complaint and investigate it thoroughly and issue their response
within eight weeks.
What to do if you can't reach an agreement:
If you are not satisfied with the lender’s response to your complaint relating to the
finance agreement, you may be able to refer the matter to the Financial Ombudsman
Service. You must contact them within six months of the date of the lender’s final
response letter to you.
They can be contacted in the following ways:
• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service
website: www.financial-ombudsman.org.uk