Complaints Policy

Our goal is to be your #1 choice for heating solutions and services and we work hard to provide you with an outstanding customer experience. However, we are not perfect and sometimes things go wrong. In these instances we rely on your feedback to help us put things right and to ensure we do not make the same mistakes again, so if you are ever unsatisfied with any element of the job, please get in touch as soon as possible and we will do everything we can to rectify this:

All complaints are acknowledged immediately and logged and retained on our CRM system before being passed to the relevant departmental head for full investigation and resolution. We appreciate that on very rare occasions a solution can not be found and in those instances, as we are Which? Trusted Traders, our customers have the safety net of the ombudsman to escalate any complaints through to Which? This is a completely independent body who will look at the evidence and suggest a fair resolution and outcome.

Which? Trusted Trader

Complaints Policy

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Novuna Personal Finance

If your complaint relates to your finance agreement with Novuna

If your complaint relates to the finance linked to your purchase, you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement with Novuna

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk