Complaints Policy
We want every Let’s Heat customer to receive a high standard of service. If something goes wrong, this policy explains how to raise a complaint, how we will investigate it and what happens next.
We want the opportunity to put things right
If you are unhappy with a Let’s Heat product, installation, repair, service or customer-service experience, please tell us.
We aim to handle complaints fairly, respectfully and proportionately and to investigate the circumstances before reaching a conclusion.
Contact us and explain what has happened and what you would like us to consider.
We review the job, communications, engineer information and any relevant photographs or documents.
We explain our findings and, where appropriate, the action we propose to take.
Giving us an opportunity to investigate normally helps us understand the issue and determine the most appropriate solution.
Complaints at a glance
- You can complain by email, telephone or post.
- We aim to acknowledge formal complaints within 3 working days.
- We aim to provide a substantive response within 14 working days where reasonably possible.
- Complex complaints may require additional investigation or a property visit.
- Safety-related concerns may be prioritised according to their urgency.
- Nothing in this policy removes your statutory consumer rights.
1 Our Commitment
Let’s Heat aims to provide customers with clear information, reliable service and good-quality workmanship.
We recognise that things can occasionally go wrong. When they do, we want customers to feel able to tell us.
Our approach
We aim to:
- Treat complaints seriously and respectfully
- Listen to the concerns raised
- Investigate relevant information
- Communicate clearly
- Avoid unnecessary delay
- Offer an appropriate remedy where we are responsible
- Use complaints to identify opportunities to improve our services
Nothing in this Complaints Policy is intended to exclude, restrict or replace any consumer rights that apply to you.
2 How to Make a Complaint
You can raise a complaint with Let’s Heat by email, telephone or post.
hello@letsheat.co.uk
Telephone
0330 174 6700
Post
LET’S HEAT SW LTD trading as Let’s Heat
Connies House
Rhymney River Bridge Road
Cardiff
CF23 9AF
What information should I provide?
Providing useful information can help us investigate your complaint more efficiently.
Where available, please include:
- Your full name
- Your property or installation address
- Your telephone number and email address
- Your quotation, order, invoice or job reference
- The date the work was carried out
- A clear explanation of the problem
- When you first became aware of the issue
- Relevant photographs or videos where appropriate
- Copies of relevant communications or documents
- What outcome you would like us to consider
Someone complaining on your behalf
If another person is dealing with the complaint on your behalf, we may ask you to confirm that we have permission to discuss your account or personal information with them.
3 What Happens After You Complain?
Step 1 — Acknowledgement
We aim to acknowledge a formal complaint within 3 working days.
Straightforward concerns may sometimes be resolved immediately without requiring a longer formal investigation.
Step 2 — Investigation
Depending on the complaint, we may review:
- Your quotation and order information
- Engineer job notes
- Photographs and videos
- Customer communications
- Product information
- Installation or service records
- Manufacturer information
- Payment records where relevant
Inspection or return visit
Some complaints cannot be properly assessed remotely.
We may therefore ask to inspect the installation, appliance, system or alleged defect before reaching a conclusion.
Step 3 — Our response
We aim to provide a substantive response within 14 working days where reasonably possible.
If the matter is particularly complex, requires manufacturer involvement, requires specialist investigation or depends on information from another organisation, it may take longer.
Where appropriate, we will keep you updated.
Possible outcomes
Depending on the circumstances, an appropriate outcome could include:
- An explanation
- Further investigation
- A return visit
- Remedial work
- Replacement of a defective part where appropriate
- Manufacturer involvement
- A refund or partial refund where legally or contractually appropriate
- Another reasonable resolution
4 Installation & Workmanship Complaints
If you believe there is a problem with work carried out by Let’s Heat, please contact us as soon as reasonably possible.
Inspection
We may need to inspect the work before determining the cause of the problem and whether remedial work is required.
Give us an opportunity to investigate
Where reasonably practicable, please allow Let’s Heat a reasonable opportunity to investigate and, where we are responsible, remedy the issue.
This does not remove any statutory rights you may have.
Third-party contractors
If you believe our workmanship is defective, please contact us before instructing another contractor where reasonably possible.
We cannot automatically agree to reimburse third-party costs that were incurred without our knowledge or without giving us a reasonable opportunity to investigate, although this will depend on the circumstances and your legal rights.
Existing systems
New equipment may be connected to existing:
- Pipework
- Radiators
- Valves
- Cylinders
- Controls
- Electrical wiring
- Drainage
We will investigate whether a reported problem relates to our work, a product we supplied or a pre-existing part of the system.
5 Boiler, Heating, Gas & Plumbing Complaints
Boiler installation
Complaints relating to a boiler installation may involve matters such as:
- Boiler operation
- Pipework
- Controls
- Flue installation
- Condensate drainage
- System performance
- Commissioning
- Workmanship
We may need to inspect the system before identifying the cause of the reported issue.
Boiler servicing and repairs
A boiler service or diagnostic visit does not guarantee that an unrelated fault will not arise afterwards.
Where a complaint relates to servicing or repair work, we will consider the work carried out, the condition of the appliance and the nature of the reported fault.
Gas safety concerns
If your complaint involves a suspected gas safety issue, tell us clearly when contacting us so that the concern can be assessed appropriately.
Safety obligations may mean an appliance cannot remain in operation until an unsafe condition has been remedied.
Plumbing and heating repairs
Older plumbing and heating systems can contain pre-existing weaknesses, corrosion, seized valves or hidden defects.
Where a problem occurs following our work, we will consider whether it was caused by the work we performed or by an unrelated pre-existing defect.
6 Air-Conditioning Complaints
If your complaint concerns an air-conditioning installation, service or repair, please provide as much information as possible about the issue.
Installation concerns
Complaints may relate to:
- Indoor-unit installation
- Outdoor-unit installation
- Refrigerant pipework
- Trunking
- Condensate drainage
- Condensate pumps
- Electrical connections
- System operation
- Workmanship
Performance complaints
Air-conditioning performance can be affected by factors including room size, insulation, glazing, sun exposure, occupancy, outside temperature, open doors and windows and customer settings.
We may need to inspect the system and the installation environment before determining the cause of a performance issue.
Normal operating characteristics
Air-conditioning equipment can produce normal operational fan noise, compressor noise, air movement and vibration.
We will consider whether the behaviour reported is within normal operating characteristics or indicates a defect.
7 Product & Manufacturer Warranty Complaints
A problem may sometimes relate to the product itself rather than installation workmanship.
Manufacturer warranty
Boilers, air-conditioning systems, controls and other products may have manufacturer warranties.
Manufacturer warranties are subject to the manufacturer’s individual terms and conditions.
Product faults
Where appropriate, we may:
- Inspect the product
- Carry out diagnostic checks
- Contact the manufacturer
- Assist with a warranty claim where appropriate
- Arrange appropriate remedial action where responsibility rests with us
Manufacturer involvement
Where a manufacturer needs to inspect equipment or make a warranty decision, the complaint may depend partly on information or action from that manufacturer.
We will explain this where relevant.
A manufacturer’s warranty does not replace consumer rights that may apply to goods or services.
8 Finance-Related Complaints
Finance products may be provided by or arranged through a separate lender, finance provider or intermediary.
Complaints about Let’s Heat
If your complaint concerns the service provided by Let’s Heat, please contact us using this complaints procedure.
Complaints about a finance provider
If your complaint relates specifically to:
- A finance application
- A credit decision
- Affordability assessment
- Finance repayments
- Interest or charges under your finance agreement
- Administration of the finance agreement
- Another matter controlled by the lender or finance provider
the relevant finance provider or intermediary may be responsible for investigating that part of your complaint.
We may direct you to the appropriate organisation and provide relevant information where appropriate.
Financial Ombudsman Service
Some financial-services complaints may be eligible for consideration by the Financial Ombudsman Service.
Whether this applies depends on the business, financial activity, agreement and circumstances of the complaint.
Where applicable, the relevant regulated finance business should provide information about your escalation rights as part of its complaints process or final response.
Nothing on this page represents LET’S HEAT SW LTD as a lender or gives Let’s Heat a regulatory status that it does not hold.
9 Privacy & Data Protection Complaints
If your complaint concerns how Let’s Heat has collected, stored, used, shared or protected your personal information, please contact us.
Contact us
Email:
hello@letsheat.co.uk
Telephone:
0330 174 6700
Privacy Policy
You can read more about how we handle personal information at:
Information Commissioner’s Office
If you remain concerned about how your personal information has been handled, you may also have the right to raise a complaint with the Information Commissioner’s Office.
10 Escalation, ADR & Contact Details
If you are unhappy with our response
If you believe we have misunderstood your complaint or relevant information has not been considered, please tell us why and provide any additional information you believe is relevant.
We may review the complaint again where there is a reasonable basis for doing so.
Alternative Dispute Resolution
Alternative Dispute Resolution, often referred to as ADR, provides methods of attempting to resolve certain disputes without court proceedings.
Where we are required to provide information about an appropriate approved ADR provider in relation to an unresolved consumer dispute, we will provide the relevant details and explain whether Let’s Heat is required or willing to participate in that particular ADR process.
We do not state on this page that Let’s Heat belongs to a specific ADR scheme unless that membership or obligation has been separately confirmed.
Finance complaints
Where your complaint concerns a separate finance provider, any further escalation route will depend on that provider, the agreement and the nature of the complaint.
Data protection complaints
Data protection concerns may also be raised with the Information Commissioner’s Office where applicable.
Company details
LET’S HEAT SW LTD trading as Let’s Heat
Company number:
15798348
Connies House
Rhymney River Bridge Road
Cardiff
CF23 9AF
Email:
hello@letsheat.co.uk
Telephone:
0330 174 6700
Related legal information
Terms & Conditions:
https://www.letsheat.co.uk/terms-and-conditions/
Need to make a complaint?
Contact the Let’s Heat team and tell us what has happened. Please include your job or order details where available so that we can investigate.
