Formed in 1978, RJL has continued to be run as a family business, which helps to ensure an unparalleled level of service, setting us apart from the more corporate companies. Originally, we set out with a plan to create a company that would not only offer a great level of service, but peace of mind that we will be there every step of the way to advise our customers of the right choices. At RJL, we don’t want to be just another heating company… we want to be like a good family friend, a company that you can rely on and be certain that the service you’re receiving is not only a good one, but a necessary one. We understand that there are some heating companies and individual tradesmen who give our industry a bad name, and we strive to ensure that all of the work we recommend and carry out is completely necessary.

We offer a very fair and flexible service and we are always trying to ensure that our clients get the best deal. With this in mind, we are constantly looking for the best trade deals throughout our suppliers and aim to pass some of that saving onto our customers. We always like to make sure that you, the customer, feels informed and up-to-date with every single piece of work that is being carried out. This is why we always tell you about any issues encountered, which also helps you to make an informed decision. We will never undertake any additional work without the consent of our customer.

Our Rates

Call out fees apply to all non contracted customers and will only be charged once. If we have to return then we will only charge you for the labour and materials used.

Call out fee £80.00

Hourly rate £80.00 broken down to £20.00 per 15 minute increments to avoid paying for one whole hour if we were only on site for a shorter period of time.

All rates are subject to VAT which is charged at the current rate set by the government.

Please contact us by phone or email if you require any further information regarding our rates.

Complaints Procedure

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.

  • Introduction to complaints and suggestions procedures

We at RJL always aim to provide a high standard of customer service.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

  • Making a Suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion. You can do this by writing to the Service Director by email to enquiries@rjlheatingservices.co.uk or by sending in a letter to RJL heating services PO Box 599 Sevenoaks Kent TN13 9SX alternatively you can call the office on 01689 860315.

  • Complaints procedures

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

RJL heating services Ltd assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

  • How to make a complaint

 

You can complain:

by telephone to 01689 860315

through a member of our staff

through an advocate or representative

where someone complains orally we will make a written record and provide a copy of it within 3 working days

by letter to Rjl Heating services Ltd PO Box 599 Sevenoaks Kent TN13 9SX

by email to enquiries@rjlheatingservices.co.uk

 

  • How we handle complaints

 

The Service Director may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint

We will acknowledge a complaint within 3 – 5 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

  • Timescale

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

  • If you’re not happy with how we handle things

 

At any stage during the process, if you are not happy with the way we are dealing with your complaint you can contact the Service Director at enquiries@rjlheatingservices.co.uk or write to them by post at RJL heatingservices PO Box 599 Sevenoaks Kent TN13 9SX alternatively you can call them on 01689 860315

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/ 

Important information

  • Business Trading Address: Willow Cottage Stonehouse Lane Halstead Kent TN14 7HH
  • Telephone: 01689860315
  • Email: enquiries@rjlheatingservices.co.uk
  • VAT number:303955464
  • Registered office address: King Arthurs Court Maidstone Road Charing Ashford Kent TN27 0JS
  • Legal form: A limited company registered in England and wales
  • Public registers: Details about our Limited Company’s registration can be viewed at www.companieshouse.gov.uk under reference number 4078768.
  • Business Activities our Services: Plumbing and heating services
  • Payments accepted by: cash, cheques, credit card, debit card, BACS
  • Insurance Details: Insurance Provider: AXA Expiry Date: 30th January 2019
  • Applicable law: Unless otherwise agreed, English law, with the English Courts having exclusive jurisdiction in relation to any claim, dispute or difference concerning the service and any matter arising from it.
  • Regulating body: Gas Safe number 294
  • General terms and conditions: A letter of engagement accompanied by our standard terms and conditions will be provided at the start of any contract for works.
  • Work Guarantees: All works are guaranteed for 12 months from date of completion, this covers parts and labour, please see our full guarantee document for further information. Any specific manufacturer’s warranty will be provided on request. Your statutory rights are not affected by our guarantee. Our Warranties and Guarantees are not insurance backed.
  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

Notice of the Right to Cancel a contract

Under the above named regulation you have a right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.

However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.

If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the person named below. You may use the form below if you want to but you do not have to.

The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.