Complaints Procedure

Our commitment to customer complaints.

We are committed to providing high quality products and services for all our customers.

Of course, as central heating, boiler and plumbing into properties of all types and ages can be complicated, we recognise that very occasionally things can go wrong.

If you have a query or complaint, we want to know as soon as possible to help us put things right promptly.

Just contact our Customer Care Team with your details and a description of your problem. We are here for you from 8am – 5pm Monday – Friday

Call us: 02380 445123

Email us: info@heatworksuk.com

Write to us:
Customer Services, 39 Longmore Avenue, Woolston, Soton, Hants, SO19 9GA

However you contact us, we will:

  • Let you know we’ve received your query
  • Tell you who will be responsible for investigating along with their contact details
  • Endeavour to return phone calls and emails within one working day
  • Do everything we can to resolve things as quickly as possible
  • Do what we can to attend within fourteen days if a visit to your property is needed
  • Keep you regularly informed of progress throughout


If you’re unhappy with the way things have been resolved and you have a complaint about your experience with us, we will review your complaint in line with our relevant Complaint Procedure. You can find a copy of our Complaint Procedures here.