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Our Complaints Policy

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We’re committed to doing things right, but if something doesn’t go to plan, we’ll do our very best to put it right quickly and fairly. If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will try to address it as soon as possible.

We believe complaints are useful feedback. They help us to improve.

We treat every complaint seriously. All of our team know what to do if you raise a concern, and we’ll keep you informed every step of the way.

If your issue is urgent (for example, if you’ve lost heating, hot water or electricity due to our work), please call us immediately on 02080 50 40 30. We’ll prioritise it and aim to visit within 24 hours, either to fix it or provide a temporary solution until we can make a permanent fix.

How to make a complaint

Stage 1

We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. Please contact us as soon as possible if you’re unhappy about anything.

You can get in touch in whatever way works for you:

  • Phone: 02080 50 40 30
  • Email: complaints@cosier.com
  • Post: Cosier Heat Ltd, Kingsbury House, 468 Church Lane, London, NW9 8UA
  • In person: Speak to one of our team

If you contact us by telephone or in person, make a note of:

  • the person you spoke to, and
  • any resolution offered immediately and whether you were satisfied with the outcome.

If you are not happy with the resolution offered, you may take the complaint to the formal stage.

Stage 2

Please record your complaint in writing and send it to complaints@cosier.com or our postal address:

Cosier Heat Ltd
Kingsbury House
468 Church Lane
London
NW9 8UA

You will receive an acknowledgement within 3 working days of receipt. We’ll confirm who is handling your complaint and what will happen next.

Please include your telephone number and email address. We may contact you by telephone to ensure we have understood your complaint properly.

Your complaint will be recorded in our complaints log and assigned for investigation.

You will receive a detailed response within 14 working days of receipt of your complaint, unless the investigation takes longer (for example, if a site visit is required). If so, we will provide a progress update and a revised response date, no later than a further 14 working days.

In our final reply, we’ll explain what we’ve done to investigate, what we’ve found, and what we’re offering to resolve the issue.

We’ll also ask whether you feel the complaint was handled fairly and appropriately, as part of our commitment to continuous improvement.

Stage 3 – If you’re not happy with our response

If the issue cannot be resolved, you can refer your case to our nominated alternative dispute resolution provider, HIES.

HIES can be contacted by email at info@hiesscheme.org.uk or by post:

HIES
Centurion House
Leyland Business Park
Centurion Way
Farington
Leyland
England
PR25 3GR

In the event of a dispute, we agree to attempt resolution exclusively through HIES’s alternative dispute resolution service.

Your complaint will be treated sensitively and confidentially, in accordance with the HIES Scheme Rules and Code of Practice, which form the Consumer Code we adhere to.

Who’s responsible?

Our complaints handler is:

  • Ben Dyson, Managing Director
  • Phone: 02080 50 40 30
  • Email: ben.dyson@cosier.com

If you are not satisfied and wish to contact HIES:

If mediation through HIES does not resolve the issue, you can ask HIES to refer your complaint to the Dispute Resolution Ombudsman, an independent body that can make legally binding decisions.

You may also contact the Ombudsman directly at www.disputeresolutionombudsman.org , though we recommend using the HIES process first.

How we use complaints

We regularly review complaints to identify recurring issues and take action. This may include updating staff training or internal policies to prevent repeat problems.

Any information you share with us as part of a complaint is handled confidentially and in line with the HIES Code of Practice and UK GDPR.

Senior management regularly reviews this policy and how it operates to ensure complaints are handled fairly and consistently.

Last updated: 21 July 2025