Complaints Procedure

Our commitment

At Abode, we are committed to providing a high standard of service. However, we recognise that things can occasionally go wrong. When they do, we want to hear about it so we can put it right.

We treat all complaints seriously and fairly. This procedure explains how to raise a complaint, what will happen next, and how you can escalate if you are not satisfied with our response.

Step 1: Contact us

If you are unhappy with any aspect of our work or service, please contact us as soon as possible using any of the following methods:

By email

[email protected]

By phone

01202 022735 (Monday to Friday, 8am–5pm)

By post

Barlow Heating Limited
The Warehouse, Rear of 25 Southcote Road
Bournemouth, Dorset
BH1 3SH

When raising a complaint, please include:

• Your name and contact details
• Your address (if the complaint relates to an installation)
• Your quotation or job reference number (if applicable)
• A clear description of the issue
• What outcome you are hoping for

Step 2: Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it. Our acknowledgement will confirm:

• That we have received your complaint
• Who will be handling it
• What the next steps are

Step 3: Investigation and response

We will thoroughly investigate your complaint and provide a full written response within 14 days of receiving it. Our response will include:

• A summary of the complaint as we understand it
• What we found during our investigation
• The action we will take to resolve the issue (if applicable)
• Any remedial work, refund, or other remedy we are offering

If the investigation requires more time (for example, we need to visit the property or consult a manufacturer), we will let you know and give you an updated timeline.

Step 4: If you remain dissatisfied

If you are not satisfied with our response, you can request an internal review. This will be carried out by a senior member of the team who was not involved in the original investigation. We will provide a final response within a further 14 days.

External escalation routes

If you remain dissatisfied after completing our internal complaints process, you have several options for external escalation depending on the type of work involved:

RECC dispute resolution (renewable energy installations)

For complaints relating to heat pump or solar installations, you may be able to refer the matter to the Renewable Energy Consumer Code (RECC) dispute resolution process, where our RECC membership is active. RECC provides an independent dispute resolution service for consumers.

• Website: recc.org.uk
• Phone: 020 7981 0850

Gas Safe Register (gas work)

If your complaint relates to gas work (commercial boiler installation, repair, or servicing), you can report concerns directly to the Gas Safe Register:

• Website: gassaferegister.co.uk
• Phone: 0800 408 5500
• Our Gas Safe registration number: 651256

MCS (MCS-certified installations)

For complaints about MCS-certified installations (heat pumps, solar PV), you can contact MCS directly:

• Website: mcscertified.com

Alternative dispute resolution (ADR)

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are required to inform you of a certified ADR provider. You may use an ADR scheme to resolve your dispute without going to court.

You can find a list of approved ADR providers on the Trading Standards website.

Taking legal action

You always have the right to take legal action through the courts. For claims under £10,000, you can use the Small Claims Court. Information is available at gov.uk/make-court-claim-for-money.

Data protection complaints

If your complaint relates to how we handle your personal data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113

Summary timeline