COMPLAINTS INFORMATION FOR HOMEOWNERS

Our approach to handling complaints

We are committed to providing exceptional service and ensuring customer satisfaction with our heat pump installation services. We understand that occasionally concerns or complaints may arise. If there is a problem that causes a complaint, we aim to resolve it promptly, with empathy and respect. Our approach follows best practice guidance.

We will refer any complaint verbal or written to our Complaints Officer at the earliest opportunity (or to a member of the senior management if the Complaints Officer is unavailable). They are responsible for ensuring that we investigate the complaint thoroughly. They will:

1. Promptly acknowledge the complaint
2. Make contact to clarify any points if necessary
3. Fully investigate the complaint
4. Discuss our findings and proposed response with you, including fair redress where appropriate

If you have purchased a product through our ‘pay in full’ route, please email us at issues@heatgeek.com to report your concern.

If you would like to request a refund for your Design Consultation and are within the eligibility window, please email us at issues@heatgeek.com with your reason for requesting a refund.