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From thinking about a 7kW Vaillant ASHP to a subpar installation and my complaint.

 
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Air Source Heat Pumps (ASHPs)
Last Post by Mars 7 months ago
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 SuzyQ
(@suzyq)
Eminent Member Member
Joined: 4 years ago
Posts: 16
Topic starter 12/01/2024 12:05 pm  

@editor

I am going to try list all complaints down early next week. Is it possible please to run it by you it all by email.?

 

 

 


   
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Mars
 Mars
(@editor)
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Joined: 4 years ago
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12/01/2024 12:27 pm  

@suzyq, yes, please feel to do so. Send to editor@renewableheatinghub.co.uk.

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 SuzyQ
(@suzyq)
Eminent Member Member
Joined: 4 years ago
Posts: 16
Topic starter 20/02/2024 4:15 pm  

Hi @editor . I am just checking to see if you have received any of my emails yet.? I have still to do part 2, I am struggling to put all the information down, as so much in regsrds to the work itself and how the company have dealt with it all. I have also now got a glitch on my laptop, so I now need to get it looked at but will continue when up and running. Thanks

 

 

 

 


   
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Mars
 Mars
(@editor)
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Posts: 3376
21/02/2024 2:43 pm  

@suzyq, yes, I have received part 1 – I've looked at it and it's very long and detailed, albeit a bit disjointed. What's not clear is at what stage of the complaint process you are at. Please can you update me. I can edit your current issues into a more cohesive document, but just need to know who you have issued a formal complaint to. 

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 SuzyQ
(@suzyq)
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Joined: 4 years ago
Posts: 16
Topic starter 28/02/2024 4:18 pm  
  • Hi @editor . Yes, I'm sorry it's so long.  I am still on with part 2.  I will send this through as soon as I can. The whole install has not been professional have yet to make the full complaint, it needs breaking down into 3 parts. I will try put the details down best I can. There is so much information that it's overwhelming. 
This post was modified 1 year ago by Mars

   
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 SuzyQ
(@suzyq)
Eminent Member Member
Joined: 4 years ago
Posts: 16
Topic starter 16/10/2024 11:52 am  

Hi @editor 

I'm just checking you hsve received my emails and still able to help with install cimplsints?.i will send through further details if you ate still ok to help with this?.thank you

 


   
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Mars
 Mars
(@editor)
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16/10/2024 12:28 pm  

@suzyq yes, I've received them. Please continue sending them, and we'll see what we can do.

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Subscribe and follow our Homeowners’ Q&A heat pump podcast


   
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 SuzyQ
(@suzyq)
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Joined: 4 years ago
Posts: 16
Topic starter 16/10/2024 2:50 pm  

@editor great, thank you Mars 😊


   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 4 years ago
Posts: 3376
20/11/2024 4:16 pm  

@suzyq this is the definitive video on describing the complaints procedure:

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Subscribe and follow our Homeowners’ Q&A heat pump podcast


   
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 SuzyQ
(@suzyq)
Eminent Member Member
Joined: 4 years ago
Posts: 16
Topic starter 17/12/2024 6:12 pm  

Hi @editor . I have sent you a follow up email. Are you still able to help and support me going forwards with my complaints please?  I do not know where to start with it all and are my points valid etc. I really need your help please.


   
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Mars
 Mars
(@editor)
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Joined: 4 years ago
Posts: 3376
17/12/2024 10:02 pm  

@suzyq, as I mentioned in my email, your case is highly complex, and any guidance I offer won’t directly prompt action from the relevant stakeholders. As I recommended, your first step should be contacting your consumer code, in this case, RECC.

You’ve done an excellent job compiling a comprehensive amount of information, and I urge you to take that to RECC to formally open a case. At this stage, forget about MCS and the certification bodies; focus entirely on pressing RECC.

My role here will be to publicly advocate on your behalf and apply pressure on RECC if they attempt to deflect or play their usual ping-pong tactics. Start the process with RECC, and please keep us updated here – especially if things stall. I’ll do my best to hold the various stakeholders accountable if needed.

Pre-order: The Ultimate Guide to Heat Pumps

Subscribe and follow our Homeowners’ Q&A heat pump podcast


   
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 SuzyQ
(@suzyq)
Eminent Member Member
Joined: 4 years ago
Posts: 16
Topic starter 18/12/2024 10:50 am  

Thank you again Mars @editor .

I will contact RECC and start the  complaint process. Im not used to official complaints, and would value your guidance. Where/what do i start with!. After looking at all the information I have sent you, including the first part, are you able to give me the main points you think I should more focus on and what they would consider poor standard, non compliance etc.?. What has not been acceptable?

It is extremely over whelming. I also want to make sure I have a fully completed install that works efficiently, which i do not feel i have!. If you could email me with your thoughts on the way this install has gone please i would appreciate it. Thanks S

 

 

 

 

This post was modified 8 months ago by SuzyQ

   
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