We understand that sometimes things can go wrong, and we want to ensure that we provide the best possible service to all of our customers. If you have experienced an issue with our plumbing and heating services, we want to hear from you. Making a complaint can be a difficult and frustrating experience, but we assure you that we take all complaints seriously and will do our best to resolve the issue as quickly as possible. Your feedback is important to us and will help us to improve our service in the future. We promise to listen to your concerns with empathy and understanding, and work with you to find a solution that meets your needs.

Please contact us as quickly as possible in the event of wishing to make a complaint as delays can complicate the investigation process.

Making a complaint:

Customers can make a complaint in by phone, by email or by post. Complaints can be made to any member of staff. If the initial complaint is made by phone, please also send a written complaint to either the mail or email address.


Ability LTD, 80 London Road, Southborough, Tunbridge Wells, Kent, TN4 0PP


Tonbridge:          01892 514495

Sevenoaks:         01732 743723

East Grinstead:   01342 301711

Heathfield:          01435 883882


Once a complaint has been received, we will acknowledge it within 5 working days. The estimated timeframe for resolution is usually within 8 weeks.


We will investigate the complaint promptly and impartially. This may involve speaking to the customer, reviewing relevant documentation, or carrying out any necessary inspections. We have access to recorded phone calls, emails, vehicle tracking and reporting software to gather as much information as possible.


We aim to resolve complaints as quickly as possible, but more complex complaints may take longer. We will keep the customer informed of progress and provide updates on a regular basis.

Final response:

Once the investigation is complete, we will provide the customer with a final response. This will include details of our findings, any action we will take as a result of the complaint and the customer's right to take the matter further if they are not satisfied with the response.


If a customer is not satisfied with the resolution of their complaint, they can request that the matter be escalated to a senior member of staff or an external dispute resolution service.


We will review all complaints and our complaints handling procedure on a regular basis, in order to identify areas for improvement and ensure that we are meeting our customers' needs.