Complaints Procedure

Providing exceptional customer service and retaining our good reputation is extremely important to us.

If you feel that our service has not met your expectations, please get in touch so we can put things right quickly.

1. Contact us by email, by phone or in writing using the details below:

By email: info@scottfindlay.co.uk
By phone: 0131 669 9993
In writing:
Scott Findlay Plumbing & Heating Ltd
5-7 Wolseley Place, Edinburgh, EH8 7AD, UK

2. We will always attempt to resolve your complaint straight away but if it requires further investigation then we will let you know when to expect a response. We will always aim to resolve complaints within four weeks but if for any reason this isn’t possible then we will contact you in writing to let you know the reasons why and how long we expect the final resolution to take.

3. In the unlikely event that we cannot remedy your complaint to your satisfaction, the business has access to an Alternative Dispute Resolution (ADR) service for our domestic works as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

4.As a Trading Standards vetted Edinburgh Trusted Trader, all members have agreed to abide to a dispute resolution process as set out in the Trusted Trader Code of Practice.
If a consumer is unhappy with any work carried out by a member of the scheme, then they need to follow the complaints process detailed below: https://www.trustedtrader.scot...

This is managed by Trusted Directory Services (TDS) and overseen by Trading Standards. If the complaint can not be resolved, then it may be referred to the schemes Alternative Dispute Resolution (ADR) service which is provided by Kent County Council Trading Standards.
However, if the trader is a member of another Alternative Dispute Resolution (ADR) service through a Trade Association or other body, complaints may be referred to that service for independent adjudication.