Customer Care

A clear complaints procedure for heating, boiler, and plumbing work.

If something has gone wrong, this page explains how to raise the issue with Macara Heating, what information to include, and how we review and respond.

Contact Macara HeatingPrivacy Policy
Written acknowledgement target: 3 business daysMost straightforward cases handled within 14 working days

Complaint Contact

Business: STUART MACARA PLUMBING AND HEATING LTD, trading as Macara Heating.

Email: info@macaraheating.co.uk

Phone: 07784 066 853

Address: 33 Neatoune Court, Danderhall, Dalkeith, EH22 1GA

Online: You can also use the contact page.

Stage 1

Acknowledgement

We aim to acknowledge complaints within 3 business days.

Stage 2

Investigation

We review the job history, communications, site details, and any evidence provided.

Stage 3

Resolution

We aim to resolve most complaints within 14 working days where the issue is straightforward.

Complaint Handling Process

How we log, investigate, and respond.

Information To Include

To help us look into the issue properly, please include as much useful detail as you can.

  • Your full name, address, and preferred contact details
  • The property and job details, including quote or invoice information if you have it
  • A clear description of what has gone wrong
  • Relevant dates, messages, photographs, or documents
  • What outcome you are looking for, where that is reasonable

Escalation

If you are unhappy with the first response, you can ask for the complaint to be reviewed again.

  1. We will review the file and any additional information.
  2. We may arrange a further discussion, site visit, or technical review if that is needed.
  3. We will then issue a further written response with our final position.

Our Approach

We treat complaints as something to resolve properly, not something to dodge. That means reviewing the facts, keeping a written record, and being direct about what we can and cannot do.

  • We review the issue against the original scope of work
  • We consider site conditions, customer communications, and technical evidence
  • We use complaints to identify patterns and tighten internal processes where needed

Data Protection

Complaint information is handled under our privacy policy.

We use complaint information to investigate the issue, respond to you, keep records, and meet legal or insurance requirements. For more detail on how personal data is handled, read our privacy policy.

Raise A Complaint

Need to report an issue or follow up on an existing case?

Use the contact details opposite and include the job address, the issue, and any supporting photos or paperwork so we can review it properly.