1. Contact the Company First

All complaints must be raised with Transcrew Heating & Cooling Technologies Ltd first. This allows us to investigate and resolve the issue directly.

Please include:

• Your name and contact details
• Installation address
• A clear description of the issue
• Any evidence such as photographs, documents, certificates or invoices
• The date the issue was first identified

Contact Details:
Transcrew Heating & Cooling Technologies Ltd
Seaview Barn (Entrance in Prospect Road),
94-96 Station Road,
Birchington,
Kent,
CT7 9RA
Phone: 01843 838636
Email: office@transcrew.co.uk

2. Acknowledgement and Investigation

We will acknowledge your complaint within 5 working days.

A full response will normally be provided within 4 weeks. If more time is required (for example, awaiting supplier input or arranging a technical inspection), we will inform you. In most cases investigations will be completed within 8 weeks.

Possible outcomes include:

• Inspection and corrective works
• Repair or replacement of faulty components
• Refunds or partial refunds where appropriate
• Immediate action if a safety concern is identified

3. Business Insurance Details

Transcrew Heating & Cooling Technologies Ltd is insured with QBE UK Limited (registered in England number 1761561; Home State – United Kingdom). QBE UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 202842).

Our insurance policy includes:

• Employers’ Liability
• Public Liability
• Additional breakdown and operational cover as specified in the schedule

All indemnity limits are detailed within our insurance policy schedule. A copy of our current insurance certificate can be provided on request or viewed here:

View Insurance Certificate (PDF)

4. Escalation Options

If we cannot resolve the matter, you can escalate the complaint through the appropriate scheme associated with your installation.

MCS (Microgeneration Certification Scheme)

For technical, performance or installation quality issues relating to an MCS-certified renewable installation, you may escalate to MCS after allowing us reasonable opportunity to resolve the issue.

https://mcscertified.com

HIES (Home Insulation & Energy Systems)

HIES provides consumer protection, mediation and access to Alternative Dispute Resolution (ADR). If your complaint relates to service issues, customer care or contractual matters and we cannot resolve it, you may raise it with HIES.

https://www.hies.org

TrustMark

As a TrustMark registered business, unresolved complaints may be referred to TrustMark’s dispute process. In some cases, a complaint may be referred to an independent Alternative Dispute Resolution provider or the Dispute Resolution Ombudsman.

https://www.trustmark.org.uk

5. Alternative Dispute Resolution (ADR)

If a resolution cannot be reached through Transcrew, HIES or TrustMark processes, you may be referred to an independent ADR provider. This is an impartial dispute resolution service.

6. Timeframes and Record Keeping

• Acknowledgement: within 5 working days
• Target resolution: within 4 weeks
• Extended investigations (if needed): up to 8 weeks
• All complaints are logged and recorded for auditing and compliance

7. Support for Vulnerable Customers

We will make reasonable adjustments for customers who may be vulnerable or require additional support during the complaints process.