At H2H Heating, we are committed to providing a professional, reliable and high-quality service to every customer. We understand that occasionally things may not go as expected, and if you are unhappy with any aspect of our service, we want to know so that we can put things right wherever possible.
We take all complaints seriously and use customer feedback to help us continually improve our services.
If you are unhappy with our service, the quickest way to resolve your concern is to contact us directly.
You can make a complaint by:
Telephone
In writing
Please provide as much information as possible, including your name, contact details, property address, details of the work or service provided, and an explanation of what has gone wrong.
Where relevant, please also provide details of any previous contact you have had with us regarding the issue.
When we receive your complaint, we will:
Acknowledge your complaint and make a record of the issues you have raised.
Review the circumstances surrounding your complaint, including any relevant records, quotations, invoices, photographs or correspondence.
Speak with the appropriate member of our team where necessary.
Investigate the matter fairly and objectively.
Explain our findings and, where appropriate, what action we propose to take to resolve the issue.
Our aim is to deal with complaints promptly and reasonably, while ensuring that any investigation is thorough enough to establish the facts.
Depending on the nature of the complaint, the appropriate resolution may include:
Correcting or completing work where appropriate.
Arranging a further inspection or visit.
Carrying out remedial work where we are responsible for the issue.
Providing further information or clarification.
Agreeing another appropriate resolution with the customer.
Any proposed resolution will take into account the circumstances of the complaint, the work undertaken, the terms agreed with the customer and our legal obligations.
Nothing in this complaints policy affects your statutory rights as a consumer.
Under the Consumer Rights Act 2015, services must generally be carried out with reasonable care and skill and in accordance with what was agreed with the customer.
If your complaint relates to a boiler, heating system, heat pump, air conditioning system or other installation or repair work, please contact H2H Heating as soon as possible after becoming aware of the issue.
Where appropriate, we may need to inspect the installation or equipment before determining the cause of a problem or agreeing what action should be taken.
If the issue relates to equipment supplied or installed by us, we will consider the relevant manufacturer’s warranty, our own workmanship obligations and the terms of the original agreement when reviewing the complaint.
We will always try to resolve complaints directly with our customers in a fair and reasonable manner.
If, after our investigation, you remain dissatisfied, you can ask us to review the matter further and we will explain any appropriate next steps.
Depending on the nature of the service provided and any relevant accreditation, certification or consumer scheme that applies, additional routes for dispute resolution may be available.
Where applicable, we will provide customers with details of the relevant organisation or dispute resolution process.
For certain renewable heating installations, for example, additional consumer protection and dispute-resolution arrangements may apply through schemes such as MCS and associated consumer codes.
We keep appropriate records of complaints so that we can monitor recurring issues, identify opportunities to improve our services and ensure that complaints are dealt with consistently.
Any personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection legislation.
We aim to handle every complaint:
Fairly and objectively
Promptly and professionally
With courtesy and respect
In confidence wherever appropriate
With the aim of reaching a reasonable resolution
We appreciate that raising a complaint can be frustrating. Our priority is to listen to your concerns, investigate them properly and work with you to find an appropriate solution wherever possible.
If you have a complaint or concern about our services, please contact us using the details provided on our website.
H2H Heating
Website: home2homeheating.co.uk
Last updated: August 2026
Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know. We will investigate your complaint and aim to resolve the issue as quickly as possible. We also use feedback to help us improve our service.
Step 1: Getting in touch
If you wish to make a complaint, please contact us with the following details:
You can reach us by post, by telephone or by email, using the details on the home page of our website.
If you require us to communicate with you in a different format (such as large print, braille, or by phone), please let us know, and we’ll do our best to accommodate you.
Step 2: Acknowledgement and resolution
We aim to resolve complaints as quickly as possible.
We aim to resolve your complaint straightaway and write to you to confirm, but if we can’t, then we will write to you within three business days to tell you:
We will keep you informed on a regular basis, but if you need an update, please contact us and ask to speak to the person handling your complaint.
If we can’t agree a solution with you within eight weeks of receiving your complaint, we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision; or we will issue our final decision letter which will explain our final position.
Step 3: only for complaints relating to products purchased via finance, if you remain dissatisfied
If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or progress of the complaint, you have the right to refer your complaint to the credit provider/s and/or the Financial Ombudsman Service.
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
If your complaint relates to the finance linked to your purchase, you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement:
If you are not satisfied with the broker’s/lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
Our friendly team are waiting to hear from you to help resolve your heating, cooling, EV Charging and General Plumbing requirements.
