Registered Office: Office 1, Izabella House, 24–26 Regent Place, Birmingham, England, B1 3NJ
Contact Details:
Email: info@flowheatingplumbingsolutions.co.uk
Customers are invited to submit complaints via the following formal channels:
Email: info@flowheatingplumbingsolutions.co.uk
Post: Flow Solutions Plumbing & Heating Services Limited, Office 1, Izabella House, 24–26 Regent Place, Birmingham, B1 3NJ
To facilitate a swift and efficient investigation, customers must ensure the complaint submission includes the following key information:
Full name and contact details
Job address and date of completed work
A clear, objective explanation of the issue(s) encountered
Photographic or video evidence, where relevant to the claim
The customer's suggested resolution
All formal complaints will be formally acknowledged by Flow Solutions within a period of 48 hours of receipt. A unique reference number will be allocated for tracking and communication purposes where required.
The investigation will be thorough and may involve the comprehensive review of internal records, including, but not limited to:
Engineer reports and original job sheets
Photographic evidence or supporting documentation
Records of customer communication
A request for a re-inspection of the property (subject to prior notice and customer agreement)
Flow Solutions is committed to providing a resolution or comprehensive update within the following timeframes:
Minor Complaints: Within 3–5 working days
Complex Complaints: Up to a maximum of 10 working days
Any delay beyond these stipulated periods will be formally communicated to the customer in writing.
The final resolution offered will be determined by the findings of the internal investigation and may include:
A detailed explanation or clarification of the service provided.
The provision of corrective repair work at no additional cost.
Replacement of components (where items are covered under applicable warranty terms).
A full or partial refund is where legally justified.
A goodwill gesture offered at the company's discretion.
Should the customer remain dissatisfied with Flow Solutions’ final formal response, external resolution options are available. Customers may contact:
Gas Safe Register (specifically for gas-related issues)
Citizens Advice Consumer Service
Trading Standards
A Registered Alternative Dispute Resolution (ADR) Scheme
Small Claims Court (as a final legal recourse)
All complaints are rigorously logged, reviewed, and monitored internally. This continuous process is essential for identifying trends, optimising operational procedures, and ensuring continuous service improvement.
Flow Solutions Plumbing & Heating Services Limited is dedicated to:
Treating all customers with the utmost fairness and respect throughout the process.
Resolving legitimate issues quickly and decisively.
Maintaining transparency in all communication related to the complaint.
Learning from customer feedback to enhance the quality of our services.