Morland & Martin Plumbing and Heating Ltd

Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints

procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 01324 625924 or write to us at Morland and Martin Plumbing and Heating Ltd, Unit 2, 5 Castings Court, Middlefield Industrial Estate, Falkirk, FK2 9HQ or email us at and we aim to respond within 5 working days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209

If you have a compliant regarding a contract or installation of renewable work and we are not able to resolve this complaint then, as members of RECC, they have a Dispute Resolution Process which we must follow.

RECC is a CTSI approved Alternative Dispute Resolution provider under the European Alternative Dispute Resolution (ADR) Directive. We have a Dispute Resolution Team who are highly experienced and trained to resolve various types of disputes.

If you have a dispute with Morland and Martin Plumbing and Heating Ltd, we advise you to complete a Complaint Registration Form which can be submitted online or downloaded on our website. When we receive the complaint, you will be notified and RECC will assist you and the consumer to resolve the dispute through our 2-stage process: Mediation and Independent Arbitration Service (legally binding).

You can also contact the Dispute Resolution Team if you would like some advice on resolving a dispute. Our contact details can be found on the main RECC website. We have prepared some information here: Dispute Resolution Process Member Guidance.

For a visual overview of the Dispute Resolution Process, please review the flowchart below:

New Boiler Falkirk