EPH Controls Limited

May 2026

1. 1. Our commitment to you
   1. 1.1. EPH Controls Limited is committed to providing high quality heating controls and related products to our customers. We take all complaints seriously and are committed to resolving them promptly, fairly and efficiently.
   2. 1.2. This Complaint Handling Policy sets out how you may make a complaint to us as a consumer (not B2B customers who deal on our standard terms of business) and how we will handle it. This Policy applies to all consumers who purchase products from us via our website at www.ephcontrols.com
2. 2. What is a complaint
   1. 2.1. A complaint is any expression of dissatisfaction, whether justified or not, from or on behalf of a consumer in connection with:
      1. a. the products purchased from us, including any product that is faulty, misdescribed or not of satisfactory quality;
      2. b. our customer service;
      3. c. our delivery service;
      4. d. our website or ordering process; or
      5. e. any other aspect of your experience with us.
3. 3. How to make a complaint
   1. 3.1. You may contact us to make a complaint by any of the following means:
      1. a. by email at webshop@ephcontrols.com ;
      2. b. by telephone on 00353 21 434 6238 (lines open Monday to Friday: 9 am to 5 pm); or
      3. c. by post to Customer Service Team, EPH Controls Limited, South Link Road, Cork City, T12 F753, Ireland.
   2. 3.2. To help us resolve your complaint as quickly as possible, please provide us with the following information when you contact us:
      1. a. your name and contact details;
      2. b. your order number;
      3. c. a clear description of your complaint;
      4. d. details of the product or products to which your complaint relates; and
      5. e. details of any steps you have already taken to resolve the matter.
4. 4. What happens after you submit a complaint
   1. 4.1. We will acknowledge receipt of your complaint within 5 business days of receiving it. Our acknowledgement will confirm the name of the person handling your complaint and provide a reference number for your complaint.
   2. 4.2. We will investigate your complaint promptly and thoroughly. We may contact you during this process to request further information or clarification.
   3. 4.3. We aim to provide you with a full written response to your complaint within 15 business days of receipt. Where this is not possible due to the complexity of your complaint, we will write to you within that timeframe to explain the reason for the delay and confirm when you can expect a full response. In any event, we will provide a full response within 35 business days of receipt of your complaint.
   4. 4.4. If you are not satisfied with the response you receive from the person handling your complaint, you may request that your complaint be escalated to a senior member of our management team. To request an escalation, please contact us using any of the methods set out in section 3.1 above, quoting your complaint reference number and explaining why you remain dissatisfied.
   5. 4.5. We will acknowledge your request for escalation within 3 business days and will provide you with a full written response from our senior management team within 15 business days of receiving your escalation request. Where this is not possible due to the complexity of the matter, we will write to you within that timeframe to explain the reason for the delay and confirm when you can expect a full response.
   6. 4.6. If, following escalation, you remain dissatisfied with our response, you may seek to resolve your dispute through the options set out in section 7 below.
5. 5. Remedies available
   1. 5.1. Depending on the nature and outcome of your complaint, the following remedies may be available to you:
      1. a. repair or replacement of any product that is faulty or not in conformity with your contract with us;
      2. b. a price reduction where repair or replacement is not possible or proportionate; or
      3. c. a full or partial refund where appropriate.
   2. 5.2. These remedies are in addition to, and do not affect, your statutory rights under the Consumer Rights Act 2022 or any other applicable Irish law.
6. 6. Your rights in respect of faulty products
   1. 6.1. If the products you purchased are faulty, misdescribed or not of satisfactory quality, you are entitled to the remedies set out in our Online Terms for the Supply of Goods.
   2. 6.2. For more detailed information on your rights as a consumer in Ireland, visit the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie or call 01 402 5555.
7. 7. If you are not satisfied with our response
   1. 7.1. If you are not satisfied with our response to your complaint, you may seek to resolve your dispute through alternative dispute resolution (ADR). ADR is a process for resolving disputes without going to court and is provided for under the European Union (Alternative Dispute Resolution for Consumer Disputes) Regulations 2015 (S.I. No. 343 of 2015). Details of approved ADR entities in Ireland are available from the CCPC at www.ccpc.ie.
   2. 7.2. For cross-border disputes, where you are based in another EU country, you may also contact the European Consumer Centre Ireland (ECC Ireland) at www.eccireland.ie
   3. 7.3. For disputes under €2,000 you may use the Small Claims Procedure at www.courts.ie.
   4. 7.4. Nothing in this Policy affects your right to bring proceedings before the courts of Ireland or, if you are a consumer habitually resident in another EU Member State, the courts of that Member State.
8. 8. Record keeping
   1. 8.1. We will maintain a record of all complaints received and their outcomes in accordance with our Privacy Policy and applicable data protection law, including the General Data Protection Regulation (EU) 2016/679 (GDPR) and the Data Protection Acts 1988–2018 as administered by the Data Protection Commission in Ireland.
9. 9. Review of this policy
   1. 9.1. We will review this Policy periodically and update it as necessary to ensure it remains compliant with applicable Irish and EU law. The current version of this Policy will always be available on our website.