At Swansea Gas & Oil, we pride ourselves on delivering high-quality workmanship and excellent customer service. However, we understand that there may be occasions when things do not go as expected.

If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate the matter and work towards a fair resolution.

How to Make a Complaint

You can contact us using any of the following methods:

Telephone: 07737 307 035
Email: anthony@swanseagasandoil.co.uk

Please provide as much detail as possible, including your name, contact details, the nature of your complaint, and any relevant information that may help us investigate.

Please include your name, address, contact details, details of the work carried out and a clear explanation of your concerns. Providing any relevant photographs or supporting documents may also help us investigate your complaint.

​Our complaints procedure

On receipt of your complaint:

  • We aim to respond within five days.

  • We will investigate your complaint thoroughly and may contact you for further information.

  • Where appropriate, we will arrange a convenient date to visit, inspect and/or remedy the situation within 28 days.

  • We will discuss our findings with you and work with you to agree a suitable resolution.

  • Following any visit or investigation, we will confirm the outcome and any agreed actions.

We take all complaints seriously and view them as an opportunity to improve our services and our customers’ experience.

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If we cannot resolve your complaint

In the unlikely event that we are unable to resolve your complaint after exhausting our internal complaints procedure, it may be necessary to use another complaints service.

Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution you have requested, and both parties agree that a deadlock has been reached, you can then escalate your complaint.

Swansea Gas & Oil has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, servicing, repair and maintenance contracts as part of our Which? Trusted Traders endorsement.

If you choose to do so, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution service. You will need to contact Which? Trusted Traders on 02922 670 040, and they will explain whether you are eligible to use their Alternative Dispute Resolution service.