Last updated: 3 July 2026

At Here4Heat Ltd, we aim to provide a high standard of service. If you are unhappy with any aspect of a product or service purchased using finance, we want to hear from you and will work with the appropriate parties to help resolve your complaint fairly and promptly.

This policy applies specifically to complaints relating to finance used to purchase goods or services supplied by Here4Heat Ltd.

1.How to make a finance complaint

Please contact Here4Heat first, giving us as much information as possible, including:

• your full name, address and telephone number;
• your installation or order details;
• any finance agreement, account or reference number;
• a clear description of your complaint; and
• what you would like us to do to put things right.

You can contact us:

By email: info@here4heat.com
By telephone: 01903 250139 or 01243 774447
By post:
Here4Heat Ltd
Unit 16, Northbrook Business Park
Northbrook Road
Worthing
West Sussex
BN14 8PQ

Please keep copies of any relevant correspondence, quotations, agreements, photographs or other evidence that may help us investigate your complaint.

2.How we will handle your complaint

We will acknowledge your complaint and investigate it as quickly as possible. Where appropriate, we may need to share relevant information with TradeHelp and/or the provider of your credit agreement so that the matter can be considered by the correct organisation.

If your complaint cannot be resolved straight away, we will keep you informed of progress and let you know who is handling it.

Finance-related complaints are normally considered within eight weeks. You may receive either a final response explaining the outcome or, where further time is required, an update explaining the reason for the delay and what will happen next.

3.Complaints about the finance agreement

Here4Heat Ltd is an Appointed Representative of TradeHelp Ltd. TradeHelp is a credit broker, not a lender.

Where your complaint relates to the finance agreement itself, such as the credit application, the lender, repayments, interest, affordability, or another issue connected with the credit arrangement, we may forward your complaint to the relevant credit provider and/or TradeHelp so that it can be investigated by the appropriate organisation.

You may also contact TradeHelp directly using its published complaints process.

TradeHelp Ltd
Marchwiel Centre, Bryn Lane
Wrexham Industrial Estate
Wrexham
LL13 9UT

Telephone: 01978 666887

→ Read TradeHelp’s Complaints Policy

4.If you remain dissatisfied

If you are not satisfied with the final response to a complaint about your finance agreement, or if the relevant business has not provided a final response within the applicable time limit, you may be able to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service is independent and free to use. In most cases, a complaint must be referred to it within six months of the date of the relevant business’s final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123

→ Visit the Financial Ombudsman Service website

5.General service complaints

For complaints that do not relate to finance, please see our general Complaints Policy.