Complaints Policy

Last updated: July 2026

Our step-by-step complaints procedure

If you're not completely happy with our service we'd like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right. We want to:

• make it easy for you to tell us what went wrong;
• give your complaint the attention it deserves;
• resolve your complaint fairly without delay; and
• make sure you are satisfied with how your complaint was resolved.

Complaints about our plumbing and heating work

Please contact us directly:

• By telephone: 07863 789484
• By email: conroy.phr@gmail.com
• In writing: Conroy PHR LTD, 14 Prestbury Rd, Bolton BL1 8SA

We aim to acknowledge your complaint within three business days and resolve it as quickly as possible.

Complaints relating to finance

Conroy PHR LTD acts only as an introducer to TradeHelp Ltd for credit broking introductions. Complaints about the sale of financial services should be directed to TradeHelp:

• In person: TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, Wrexham, LL13 9UT — open Monday to Friday, 8.30am – 5.00pm.
• In writing: write to the address above and address your letter to The Complaint Manager.
• By telephone: 01978 666 887 during office hours, asking for the Customer Services Department.
• By email: info@tradehelp.co.uk

How long will it take?

The aim is to resolve your complaint straightaway and write to confirm, but if that isn't possible you will receive a written response within three business days telling you:

• why the complaint has not been resolved;
• who is dealing with your complaint; and
• when you will be contacted again.

You will be kept informed on a regular basis, but if you need an update please call the number above and ask to speak to the person handling your complaint.

If we cannot reach agreement with you

If a solution cannot be agreed within eight weeks of receiving your complaint, you will either receive a letter giving the reasons for the delay and an indication of when a final decision is expected, or a final decision letter explaining the final position.

The Financial Ombudsman Service

The aim is to resolve all complaints internally. However, if after receiving a final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Please note: only complaints relating to the sale of financial services should be referred to FOS.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of the final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk.

TradeHelp Limited are authorised and regulated by the Financial Conduct Authority as a credit broker. TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, Wrexham, LL13 9UT. Tel: 01978 666 887.