Complaints Policy

If something goes wrong we want to hear about it early and directly. This page explains how to complain about us, and what to do if your complaint is about an installer we introduced you to.

Last updated: 1 November 2026

Complaints About Heat Pumps Leicester

This covers anything we are responsible for: this website, how we handled your enquiry or personal data, unwanted contact, or how we chose the installers we introduced you to.

Email hello@heatpumpsleicester.uk or use our contact form. It helps if you tell us:

  1. We acknowledge your complaint within two working days.
  2. We investigate and give you a written response within ten working days. If we need longer, we tell you why and when to expect an answer.
  3. If you are still unhappy, ask for it to be escalated to the business owner, who will review it personally.

Complaints about unwanted calls or messages, or about your personal data, can also be made to the Information Commissioner's Office. You can also report nuisance calls and texts to the ICO at any time.

Complaints About an Installer

Installations are carried out by our vetted partner installers. If your complaint is about a survey, quotation, installation or after-sales service, the partner installer is responsible and you should raise it with them first, in writing.

Every MCS-certified installer must belong to a consumer code with an independent dispute-resolution scheme:

Your installer's paperwork will say which code they belong to. If a problem cannot be resolved, these schemes offer free mediation and arbitration. You can also contact the Citizens Advice consumer helpline on 0808 223 1133, which can refer matters to Trading Standards.

We still want to know if a partner installer lets you down. Tell us: partner performance is part of our vetting, and partners that generate complaints are removed from our network.

Your Rights

Using this policy is voluntary and does not limit your legal rights, including under the Consumer Rights Act 2015. Raising a complaint will never be held against you.

Questions about this page?

Email hello@heatpumpsleicester.uk or use our contact form.