Help Us Improve

At Gregor, our goal is to be your first choice for heating, electrical and renewable energy services. We’re proud to deliver an outstanding customer experience, and your feedback plays a vital role in helping us keep our standards high.

As an ISO 9001 certified company and a Which? Trusted Trader, we’re committed to consistently high-quality service. That means putting things right promptly when they go wrong, and also listening carefully to what we’re doing well.

How to Contact Us

  • Post: Gregor Heating, 1 Willcock House, Southway Drive, Warmley, Bristol, BS30 5LW
  • Email: [email protected]
  • Phone: 0117 935 2400

You can also speak to any member of our team, including your engineer.

Compliments

If you’ve had a great experience, we’d love to hear about it. Every compliment is recorded and passed to the people involved and their manager, because it encourages our team and shows us what to keep doing. If you’re happy to, we may also ask you to leave a review on Google or Which? Trusted Traders.

Complaints

We recognise that things don’t always go perfectly. If you’re unhappy with any part of our work or service, please tell us as soon as possible so we can put it right quickly and fairly. If you write to us, we recommend keeping proof of postage.

If you smell gas or suspect carbon monoxide, call the National Gas Emergency Service on 0800 111 999 first, then let us know.

What happens next

  • We’ll acknowledge your complaint within 2 working days and tell you who is handling it.
  • Your complaint is recorded and passed to the manager of the department involved.
  • We’ll give you a full response within 10 working days, and never more than 28 days. If we need longer to investigate, we’ll tell you why and update you at least every 7 days.
  • If we agree work to put things right, we’ll complete it as soon as reasonably practicable and within 8 weeks of your agreement.

If you’re not happy with our response

Ask for a review by one of our Directors, who will respond within 10 working days. This will be our final response.

Independent dispute resolution

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

If your complaint relates to finance (Novuna Personal Finance)

If your complaint is about a finance agreement for your purchase, we will forward it to Novuna, your credit provider, and let you know we have done so. Novuna will acknowledge and investigate your complaint and respond within 8 weeks. If you are unhappy with Novuna’s final response, or have not received one within 8 weeks, you can contact the Financial Ombudsman Service:

You must contact them within six months of Novuna’s final response.

This does not affect your statutory rights. We handle the information you give us in line with our Privacy Policy.

Your Voice Matters

Whether you’re giving us praise or pointing out areas for improvement, your feedback is a powerful tool that helps us deliver the best possible service, today and in the future.