Complaints Procedure

We want you to be happy with our work. If something has gone wrong, we would rather hear about it than not — most problems are fixed quickly once we know.

Last updated: August 2026

How to Raise a Complaint

Email: info@tempestac.co.uk
Telephone: 07471 895699
Post: Tempest Air Conditioning Ltd, 28 Fir Tree Road, Guildford, Surrey, GU1 1JJ

To help us deal with it quickly, please tell us:

Your name, address and a contact number
The address where the work was carried out
The approximate date of the work or visit
What has gone wrong, and what you would like us to do about it
Photographs, if they help show the problem

What Happens Next

01 · We Acknowledge

We will acknowledge your complaint within 3 working days and tell you who is dealing with it.

02 · We Investigate

We review the job records and speak to the engineer involved. Where necessary, we will arrange to revisit the property to inspect the work — at no cost to you.

03 · We Respond

We aim to give you a full written response within 14 working days. If the matter is complex and we need longer, we will tell you why and give you a revised date.

04 · We Put It Right

Where the fault is ours, we will re-perform the work at no charge, or offer a price reduction or refund where re-performance is not appropriate.

Your Legal Rights

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price where none was agreed in advance. If they are not, you are entitled to ask us to put things right, and to a price reduction if we cannot.

Nothing in this procedure affects your statutory rights. Using our complaints procedure does not prevent you from taking legal action.

If You Are Still Not Satisfied

If we cannot resolve matters between us, the following independent routes are open to you:

Checkatrade — as a Checkatrade member, we are subject to their complaints and resolution process. You can raise a complaint through your Checkatrade account or their website.
Citizens Advice consumer service — free, impartial advice on your rights. Call 0808 223 1133 or visit citizensadvice.org.uk.
Alternative Dispute Resolution (ADR) — we will consider using a certified ADR provider where a dispute cannot otherwise be settled. We are not currently obliged to use a particular scheme, and we will tell you clearly if we do not agree to ADR in your case.
Court action — you retain the right to bring a claim in the county court, including through the small claims track for lower-value claims.

Complaints About Refrigerant Handling or F-Gas Work

We are F-Gas certified and registered with REFCOM. If your complaint concerns refrigerant handling, safety, or our compliance with the F-Gas Regulations, you may also raise it directly with REFCOM, who operate a complaints and appeals process for registered companies: refcom.org.uk.

Complaints About Finance

Our role in finance is limited to introducing you to Phoenix Financial Consultants Limited. Complaints about a credit agreement, the broking of that agreement, or the conduct of a lender should be directed to Phoenix or to the lender in question, both of which are covered by the Financial Ombudsman Service.

If your complaint is about the way we made the introduction, tell us and we will pass it to Phoenix, who are responsible for us as their Introducer Appointed Representative.

Complaints About Your Personal Data

See our Privacy Policy. You may complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Our Record

We keep a record of every complaint and how it was resolved. We use them to improve how we work. Complaint records are retained in line with the periods set out in our Privacy Policy.