How We Handle Concerns
At Intellistall, we take pride in delivering reliable, professional heating / plumbing / installation services to homeowners and businesses across our service area. While we always aim for 100% satisfaction, we understand that occasionally things may not go to plan.
This policy outlines how you can raise a complaint and how we’ll handle it.
If you’re unhappy with any aspect of our service, please contact us as soon as possible so we can investigate and put things right.
You can reach us in writing via:
Email: info@intellistall.co.uk
Phone: 0333 772 1737
Post: Intellistall, Hawthorn Dr, Towcester, NN12 7AE
When submitting a complaint, please include:
Your full name and contact details
The date and location of the service
A clear description of your concern
Any supporting evidence (e.g. photos, documents, messages)
We will acknowledge receipt of your complaint within 2 working days
A senior member of our team will investigate the issue and aim to provide a full response within 7 working days
If your complaint requires more time or more information, we will keep you updated on the progress and next steps
If we determine that something has gone wrong, we’ll:
Provide a clear explanation of what occurred
Take corrective action where appropriate
Outline any next steps (for example remedial work, a refund, or other remedy)
We aim to resolve all complaints fairly, promptly, and professionally.
If you are not satisfied with our final response, you may wish to escalate via one or more of the following:
[Relevant regulatory / trade body] — if the complaint relates to safety or installation quality (for example Gas Safe Register, NICEIC, etc.)
Trading Standards via the Citizens Advice Consumer Helpline:
www.citizensadvice.org.uk
Tel: 0808 223 1133
