Complaints

Our Complaints Procedure


Contact Details: mail@princeslhs.ltd

We aim to maintain a high standard of service at all times. Where we become aware of any client concerns we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.

Upon receipt of a complaint, we’ll do all we can to resolve your concerns and we’ll write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.

A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be given their name and contact details.

When acknowledging your complaint, especially in the case of an oral complaint, we’ll set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We’ll keep you informed of the progress of the complaint investigation.

After eight weeks, if a final response letter has not already been sent to you, you’ll receive:

A final response letter detailing our conclusions and resolution to the complaint. This letter will also confirm that if you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right. A copy or electronic link to the FOS leaflet ‘Want to take your complaint further?’ will be enclosed, if not already supplied. You may also be able to take civil action.

OR

A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response. We’ll also inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay. A copy or electronic link to the FOS leaflet ‘Want to take your complaint further?’ will be enclosed, if not already supplied.

Please be aware that if your complaint involves information from third parties there may be a delay dealing with your complaint beyond our control. We will however, continue to pursue information on a regular basis.

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we’ll carry out the following action:

  • We’ll write to the firm concerned, explaining that we believe the complaint in question to be theirs, and suggesting that they contact you directly.
  • We’ll enclose a copy of your original complaint letter.
  • We’ll write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We’ll also provide you with a copy of the letter we send to the firm.
  • We’ll copy the new firm in on this letter.
We are covered by the Financial Ombudsman Service. You can find out more at https://www.financial-ombudsman.org.uk/
  • Princes LHS were brilliant from start to finish. When I contacted them I had received a quote from a rival company that did not appear quite right and really wasn't thought through properly. Princes LHS were the opposite of that. From initial discussions to the fitting process itself (solar PV and a Powerwall 2) everything was done very well and ahead of the agreed schedule. We're now happily producing meaningful power even in the depths of winter & the Powerwall means that we get to use all of it.
    - Jon D
  • I was provided with the information I needed to make my decision and the installation of both solar panels and air source heating was speedily and efficiently sorted. I recommend both air source heating and solar panels and definitely suggest you use Princes LHS

    - Ruth C
  • Provided sound advice on the choice of system design to suit our requirements. The installation was prompt and to programme. They provided a service and quality installation with a minimum of disruption. well done.
    - Robin G
  • Very efficient. Josh kept us fully informed every step of the way.
    Explained the process and completed the work promptly
    - Robert W
  • Really happy with Princes LHS Ltd for fitting our new heating system. Efficient, hard working and very professional at all times. Particular thanks to Jack for heading up the team on site.

    - Guy Booth
  • When Matt came round to discuss solar panels, he really listened to what I was saying, as I wanted a system whereby I could store the solar energy gathered during the day, and then use it when I came home. Whereas other companies told me this was impossible and wanted to sell me geothermal or other technologies, Princes LHS Ltd suggested a battery system, such as those used off-grid. A novel solution.

    I totally recommend them for solar technology

    - Geoff Stanley - Home Owner, Northwood
  • We at Grove School had been looking at ways of reducing our energy bills and upon speaking to Simon Lewis at Princes LHS Ltd in Ellesmere, he suggested carrying out a specialised lighting survey to reduce the overall wattage of our existing lighting installation by installing a more efficient type of light fitting with a lower overall wattage.
    - Grove School Business Education
  • I just wanted to say a very big thanks to the two lovely lads Ryan and Jack who came out yesterday to fit our new bolier. They were very courteous and worked nonstop to ensure that the boiler was up and running for us.

    We have used Princes LHS Ltd in the past for our alarm system and electrics and have always been satisfied. Ryan and Jack are a credit to your company. their professionalism and politeness was very refreshing.

    - Mala Singh - Director, AAT GB LTD

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    VAT No – 826 8945 79 | Company Registered No – 5763586 | Registered in England

    Princes LHS Limited is authorised and regulated by the Financial Conduct Authority FRN 949440.
    We act as a credit broker not a lender and offer finance from a panel of lenders.

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