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Trading Terms

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 01752 338810 or write to us at Unit 6, Reynolds Park, Bell Close, Plympton, Plymouth, PL7 4FE or email us at: info@moorlandheating.co.uk

We aim to respond within 7 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 2413209.

MOORLAND CARE COVER

1. COST OF COVER
Moorland Care is available for the cost of £150.00 plus VAT for twelve (12) months. Monthly instalments of £12.50 plus VAT can also be made payable to Moorland Heating Ltd by standing order (for a period of twelve (12) months). A minimum period of five months (5) must elapse before a full service can be carried on the central heating boiler (only applicable if paying by standing order).
Initial Safety Inspection
If you choose Moorland Care, a Moorland Heating Ltd Engineer will visit to complete an initial safety inspection. The purpose of this visit is to confirm that your boiler is suitable for this scheme.

2. PAYMENTS
Payments can be made:
First years payment is to be made upfront thereafter annually in advance by cheque, bank transfer, Monthly by standing order;

ADMINISTRATION TERMS AND CONDITIONS
This cover is arranged and administered for you by Moorland Heating Ltd. Unit 6 Reynolds Park, Bell Close, Plympton, Plymouth, PL7 4FE.

1. Minimum Term of Cover: The minimum term period for Moorland Care is twelve (12) months.

2. Cancellation: Please be aware of your statutory cancellation rights, which run for fourteen (14)
days from the date of commencement on the application form. If you wish to cancel your Moorland Care boiler cover, you must contact Moorland Heating Ltd immediately and provide in writing your reasons for cancellation.

3. Collection of Payment: Moorland Heating Ltd. will arrange monthly standing orders over a period of twelve (12) months from the bank account details you provide. You may choose to pay for your
Moorland Care cover in one upfront payment, by cheque or bank transfer. If you fail to make a payment your Moorland Care cover plan will be temporarily suspended until the matter has been resolved. Moorland Heating Ltd reserve the right to cancel your Moorland Care cover plan if you do not pay the full amount due within thirty (30) days of Moorland Heating Ltd. raising the issue. Any
outstanding payments will be requested and upon receipt of cleared funds your cover will restart.

4. Change of Address: You are responsible for informing Moorland Heating Ltd of a change of your
address, so that cover may be transferred to your new property. (Please note, the boiler in your
new home must meet the boiler eligibility criteria). Please phone 01752 338810 to advise Moorland Heating Ltd. of your new address or write to Unit 6 Reynolds Park, Bell Close, Plympton, Plymouth, PL7 4FE.

5. Complaints: If you have a complaint relating to an administrative matter, please phone 01752 338810 or write to Moorland Heating Ltd. Customer Relations Department, Unit 6 Reynolds Park, Bell Close, Plympton, Plymouth, PL7 2FE. We will do our best to resolve this to your satisfaction.

WHAT IS INCLUDED / COVERED?
1. A full service of your central heating boiler.
2. The central heating boiler and the internal components.
3. Faults that are specific to the central heating boiler.

EXCLUSIONS
1. Hot water cylinders and storage tanks.
2. Unvented hot water cylinders and ancillary components.
3. All flow and return pipe work from and to the boiler.
4. All gas supply pipe work.
5. External/Internal time and temperature controls.
6. External central heating circulation pumps.
7. All external central heating system components that are not part of the central heating boiler.
8. Radiators and towel warmers (and associated valves).
9. Descaling and any work arising from hard water scale deposits or damage caused by aggressive
water or sludge resulting from corrosion.
10. Re-pressurising of any sealed systems.
11. All type of showers.
12. Faults caused by all weather conditions including freezing. Frozen condensate traps and pipe work.
Frozen boilers, radiators, heating system pipe work and system components.
13. Unblocking drains, soak-aways, outflow pipes, mains co.
14. Third party damage.
15. Decorative parts which do not affect how the system operates.

CONSEQUENTIAL LOSS
Loss or damage to property caused by the boiler or system breaking down eg: damage to furniture caused by water leaks.

01752 338810

07793 148902

Alternatively, please fill in your name and number below and we will call you back at a time convenient to you.

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©2017 Moorland Heating Ltd - Registered in England & Wales No. 6825708 Reg Address: Unit 6 Reynolds Park, Plymouth, PL7 4FE