Complaints Policy

Last updated: 22 October 2025

At Here4Heat Ltd, we take pride in the quality of our work and the professionalism of our engineers.
We always aim to deliver a reliable, honest and high standard of service.
However, if something goes wrong, we want to know about it so we can put things right quickly and fairly.

1. How to make a complaint

If you are unhappy with any part of our service, please contact us as soon as possible:

By email: info@here4heat.com
By phone: 01903 250 139
By post:
Here4Heat Ltd
Unit 16, Northbrook Business Park
Worthing, West Sussex BN14 8PQ

Please include your name, address, contact details, and a clear description of your complaint.
If relevant, attach any supporting documents such as invoices, photographs or correspondence.

2. What happens next

1. Acknowledgement:
   We will confirm receipt of your complaint within 2 working days.
2. Investigation:
   A manager will review the details and may contact you to discuss the matter further.
   We aim to complete all investigations within 10 working days.
3. Response:
   Once reviewed, we will provide a written response outlining:
   • Our findings
   • Any actions we plan to take
   • Any remedy or next steps

3. If you’re still not satisfied

If you are not happy with our response, you may ask for the complaint to be reviewed by a company director.
We will then issue a final written response within a further 10 working days.

If you remain dissatisfied after our final response, you can contact the appropriate regulatory body for further advice or escalation:

• Gas Safe Register – for safety or gas-related complaints:
  www.gassaferegister.co.uk | 0800 408 5500
• Citizens Advice – for consumer advice:
  www.citizensadvice.org.uk | 0808 223 1133

4. Continuous improvement

All complaints are recorded and reviewed regularly to identify patterns or training needs.
We view complaints as an opportunity to improve our service and strengthen customer confidence.

5. Contact details

For all complaints and feedback, please contact:

Here4Heat Ltd
Unit 16, Northbrook Business Park, Worthing, West Sussex BN14 8PQ
Email: info@here4heat.com Phone: 01903 250 139