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 Snow Hill, 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

Acknowledgement

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

Investigation

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.

Response & Resolution

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 – HIES Complaints & Dispute Resolution

As a member of the Home Insulation & Energy Systems (HIES) consumer code, Eaasy Heat Ltd handles complaints in accordance with the HIES Code of Practice.

Our Complaints Policy

All our staff are aware of our complaints procedure and know what to do if a complaint is received.

If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve it as quickly as possible.

We aim to investigate all complaints fairly, efficiently and within a reasonable timeframe. All complaints are handles in a consistent manner.

Complaints are treated sensitively, confidently and in accordance with the HIES Standard Terms of Membership / Code of Practice, which is the Consumer Code we adhere to, and in line with the General Data Protection Regulation (GDPR).

We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and whether your complaint was handles fairly and appropriately.

We view complaints as valuable feedback and, where appropriate, act constructively to avoid recurrence. Complaints are reviewed regularly to identify trends which may require further investigation. 

Complaints can be made verbally (by telephone or in person), by email or by letter.

When we receive a complaint, it will be recorded in our complaints log by the complaint handler.

Your complaint will be delegated to a suitable member of staff for investigation. We will acknowledge your complaint in writing within 3 working days of receipt, confirming who is handling the matter and when you can expect a further response.

We endeavour to complete investigations and read satisfactory resolution within 2 weeks of receipt. If the investigation takes longer, we will provide a progress report with an anticipated date for a final response, not more than 2 weeks later.

Our final response will detail:

The actions taken during the investigation
Our findings
The resolution offered

If You Are Not Satisfied

If at any time you are not satisfied with how we are handling your complaint, you may refer your case to HIES to request mediation.

HIES Contact Details:

Telephone: 0344 324 5242
Website: https://www.hiesscheme.org.uk
Email: info@hiesscheme.org.uk

HIES provides an independent dispute resolution service in accordance with their Code of Practice.

If all avenues have been exhausted and you remain unhappy, you may refer your case to The Ombudsman, who is entirely independent.

Policy Responsibility

The Implementation of this policy and overall responsibility lies with senior management. The policy is reviewed regularly and updated where necessary.

Which? Trusted Traders ADR (Optional)

You may also choose to refer your complaint to the Which? Trusted Traders Alternative Dispute Resolution service for concerns about general service or workmanship. To explore this option, contact Which? Trusted Traders on 02922 670 040 to confirm eligibility.

We Take Your Feedback Seriously

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

Need More Help?

If you have any issues or questions about your heat pump, solar panel or battery storage system, our Customer Care team is available to help:

hello@eaasyheat.com
0300 124 8400