Website: www.centralheating.com
Last updated: 12 October 2026
At CentralHeating.com, we aim to provide a professional, helpful and reliable experience for everyone who uses our website or interacts with our business.
We recognise that things may occasionally go wrong. We take complaints seriously and are committed to dealing with them fairly, consistently and as promptly as reasonably possible.
This Complaints Policy explains how you can raise a complaint, what information we need from you, how we will handle your concerns and what you can do if you remain dissatisfied with the outcome.
You can raise a complaint about any aspect of our website or the services we provide, including:
If your complaint relates to work carried out by an independent heating engineer, installer, manufacturer or other third party, we will explain what assistance we can reasonably provide and, where appropriate, direct you to the organisation responsible.
You can submit a complaint using the following contact details:
CentralHeating.com — Complaints Team
Email: [Insert complaints email address]
Telephone: [Insert contact telephone number]
Postal address: [Insert business or registered address]
Please use the subject line “Formal Complaint” when contacting us by email so that we can identify and direct your complaint appropriately.
You may submit your complaint in writing or by telephone. We recommend putting your concerns in writing where possible so that there is a clear record of the issue.
When submitting a complaint, please include:
Please do not include unnecessary sensitive personal information or payment card details in your complaint.
You do not need to use special wording or follow a complicated procedure to make a complaint.
We aim to handle complaints through a clear and fair process.
We aim to acknowledge receipt of your complaint within five working days.
Our acknowledgement will confirm that we have received your concerns and, where appropriate, explain the next steps.
We will review the information you provide and may examine relevant correspondence, records, website information or other evidence.
Where necessary, we may contact you to request further details or clarify aspects of your complaint.
We will approach the matter impartially and consider the relevant circumstances before reaching a conclusion.
We aim to provide a substantive response within 15 working days of receiving your complaint.
Our response will explain, where appropriate:
If the complaint is complex or requires information from a third party, we may need additional time. If this happens, we will explain the reason for the delay and provide an updated timescale.
These timescales are our service targets rather than a restriction on any statutory rights you may have.
Depending on the circumstances, possible outcomes may include:
We will consider each complaint on its individual merits. The outcome will depend on the facts, our responsibilities and any applicable legal obligations.
We cannot guarantee a particular outcome, but we will aim to explain our decision clearly.
If CentralHeating.com introduces you to an independent heating engineer, installer or contractor, the contract for the work may be between you and that provider rather than with us.
If your complaint concerns installation work, repairs, workmanship, charges, missed appointments, guarantees or aftercare provided by an independent contractor, you should normally raise the issue directly with that contractor first.
Where we have been involved in making the introduction, we may be able to help you identify the relevant provider, pass on your concerns where appropriate or explain the role we played.
However, we cannot promise to resolve a dispute on behalf of an independent business or take responsibility for work that we did not undertake.
If the complaint concerns our own actions, representations or handling of your enquiry, we will investigate those aspects separately.
Nothing in this policy limits any rights or remedies you may have against us or another provider under applicable law.
Our complaints procedure is not intended for emergencies.
If you believe there is an immediate risk to life, health or safety, contact the appropriate emergency service or qualified professional rather than waiting for a complaint to be investigated.
If you suspect a gas leak in Great Britain, turn off the gas supply if it is safe to do so, avoid operating electrical switches or naked flames, leave the affected area and call the National Gas Emergency Service on 0800 111 999.
If you suspect carbon monoxide exposure, move to fresh air immediately and seek urgent medical assistance where necessary.
Any complaint involving an immediate safety risk should be raised with the relevant emergency service or responsible service provider without delay.
We will handle personal information provided as part of a complaint in accordance with applicable data protection legislation and our Privacy Policy.
We will use the information as necessary to review, investigate and respond to your concerns, maintain appropriate records and meet any legal obligations.
We will limit access to complaint information to those who reasonably need it to handle the matter.
Where it is necessary to involve a third party, we will consider what information can appropriately be shared and comply with applicable data protection requirements.
We retain complaint records only for as long as reasonably necessary, taking account of the nature of the complaint, our legal obligations and any potential disputes.
If you are dissatisfied with the outcome of your complaint, please contact us and explain which aspects of our response you disagree with and why.
Where appropriate, we will arrange for the matter to be reviewed, including by someone who was not directly responsible for the original decision where reasonably practicable.
We will explain the outcome of any further review and any additional steps available to you.
You may also be entitled to seek assistance from an appropriate regulator, consumer advice organisation, alternative dispute resolution provider or court, depending on the nature of your complaint.
For general consumer advice in the UK, you can contact Citizens Advice through www.citizensadvice.org.uk.
If your complaint concerns the handling of your personal information, you may also contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.
We want our complaints process to be accessible and understandable.
If you need assistance submitting a complaint because of a disability, language difficulty or another accessibility requirement, please contact us and explain what support would help.
Where reasonably practicable, we will consider alternative communication methods or other adjustments to help you raise your concerns.
You may ask someone to help you submit or discuss a complaint on your behalf. We may need to confirm your authority before sharing personal information with that person.
We understand that complaints can arise in frustrating circumstances, and we will treat complainants with courtesy and respect.
We ask that anyone contacting us does the same.
If communications become threatening, abusive or persistently unreasonable, we may take proportionate steps to protect our staff and ensure that complaints can still be handled fairly.
Any decision to restrict communication will be considered carefully and will not be used to prevent someone from exercising their lawful rights.
We review complaints to identify recurring problems, improve our website and services, and reduce the likelihood of similar issues occurring in the future.
Where appropriate, we may update our internal procedures, staff guidance or website content in response to feedback.
We value constructive feedback and appreciate the opportunity to put things right.
We may update this policy from time to time to reflect changes to our business, complaints procedures or applicable legal requirements.
The latest version will be published on this page with an updated “Last updated” date.
If you have a complaint or require further information about this policy, please contact:
CentralHeating.com
Website: https://www.centralheating.com
Email: [Insert complaints email address]
Telephone: [Insert contact telephone number]
Postal address: [Insert business or registered address]
We appreciate you taking the time to bring your concerns to our attention and will endeavour to handle your complaint fairly and professionally.
