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. Should you wish to make a complaint you can do so by:

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. It is our policy to resolve all complaints amicably within 28 days of receipt. However, should this not be possible we will provide you with a clear explanation of our position and you are able to contact an independent Alternative Dispute Resolution (ADR) service to seek an impartial review of your complaint. This is a free service , offered by Dispute Resolution Ombudsman, an approved government scheme for Which? Trusted Trader customers.  Further information about the Ombudsman can be found by telephoning 0333 241 3209 or emailing

For more information, please download our Important Business Information and Complaints Policy.