Complaints Process

We take complaints about us, our staff, engineers, affiliates and partners very seriously. Below is the complaints process we use to ensure we investigate all written complaints.

1: Identifying what the complaint is about.

Heating and Home is a company that works with many different third parties. So the process of identifying how we handle the complaint starts with working out if the complaint is about our practices or the practices of one of our partners, or affiliates. 

To name a few, we currently outsource:

  • All telesales
  • A large proportion of boiler installations and repairs.
  • All solar panel installations are outsourced to third-party contractors.
  • A small proportion of out-of-hours, overflow and weekend customer services.

We also are a company focused on building a national franchisement. Giving opportunities to young entrepreneurs in setting up their own county heating and home repair and installation company. 

Because of this, a complaint isn't as simple as ensuring our internal staff have followed processes, but instead when a complaint has been raised, we have to find out who the complaint involves. It could be that you're not happy with a third-party plumber, or even a reseller of our services. This means we have to raise a complaint with those companies ourselves. 

2: Finding a resolution

Once we have found out what the complaint is about and investigated whether the complaint is about us, or one of our third parties. Our aim is to then come to a resolution that you're happy with.

3: Your right to take it further.

In some instances, a customer may still not be happy, in which case they can get free and impartial advice from:

England and Wales
Contact Citizens Advice.

Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm

Contact Advice Direct Scotland.

Advice Direct Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm

Northern Ireland
Contact Consumerline.

Telephone: 0300 123 6262
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm

Would you like to contact us about an issue you have? Start here:

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