At Eaasy Heat, we are committed to providing high-quality products and services. However, if something goes wrong, we want to resolve the issue as quickly and efficiently as possible.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us using one of the following methods:

📧 Email: hello@eaasyheat.com
📍 Write to Us: 26 Snowhill Wolverhampton WV2 4AD

When submitting a complaint, please include:

• Your name and contact details
• A description of the issue, including dates and any relevant details
• Any supporting documents, such as invoices, receipts, or photographs

Our Complaint Handling Process

1. Acknowledgment
   • We will acknowledge receipt of your complaint within 3 working days.
   • If necessary, we will request further information to help us understand the issue.

2. Investigation

1. • Our team will thoroughly review your complaint and, where required, arrange an inspection within 5 working days (or within 24 hours if you are without heating or hot water).
   • If you have appointed a consumer representative, we will fully cooperate with them.

3. Response & Resolution

1. • We will provide a full response with our findings within 10 working days.
   • Where possible, we will offer a resolution and an agreed course of action.
   • If delays occur, we will keep you informed and provide revised timescales.

Escalation Process

As a member of both the Renewable Energy Consumer Code (RECC) and Which? Trusted Traders, Eaasy Heat is bound by the complaints and dispute resolution procedures of each organisation.

If you wish to make a complaint, please let us know which process you would prefer to follow:

• The RECC complaints process (for matters relating to renewable energy installations and associated services), or
• The Which? Trusted Traders complaints process (for general service or workmanship concerns).

We will support you through your chosen process to ensure your complaint is handled fairly and in line with the relevant code of practice.

If we are unable to resolve your complaint to your satisfaction, you can escalate the matter by contacting:

🔹 Renewable Energy Consumer Code (RECC) – If your complaint relates to a renewable energy installation, you can raise the issue with RECC.

Visit: RECC Website – How to Complain

Mediation & Adjudication Services – If mediation does not resolve the issue, you may request independent adjudication via the RECC’s Renewable Adjudication Service.

The adjudicator’s findings will be final and binding if accepted by you.

Which? Trusted Traders Endorsement
If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution service for our domestic installation, service, repair and maintenance.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

We take all complaints seriously and use your feedback to improve our services. Thank you for giving us the opportunity to put things right.