Complaints Policy and Privacy Policy

CHILL Gas Complaints Procedure

If you have a complaint, we want to know as soon as possible to help us put things right quickly.

You can contact our Customer Services Team with your details and a description of your complaint Monday to Friday from 9.00am-5pm.

Call us: 02892 789 258

However you decide to contact us we will follow the below procedure.

• We will let you know we’ve received your concern

• We will tell you who will be responsible for investigating your concern and provide you with their contact details

• CHILL Gas aim to return phone calls and emails within five working days

• We will do everything we can to resolve things as quickly as possible

• CHILL Gas will keep you regularly informed of the progress of your complaint throughout the investigation process

• We will provide you with a final response within eight weeks or explain why this isn’t possible

Financial Services Complaints

Procedure

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

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

Further details can be found on the Financial Ombudsman Service