Customer experience

We are committed to help

At Ideal Heating our customer’s experience is important to us, we value all feedback received and view this as an opportunity to learn and develop.

We aim to meet and exceed our customer expectations however, there are occasions where things may not go as planned.

If you have feedback or a complaint, please let us know by completing the below Customer Experience form.

Your feedback or complaint will be passed to a member of our Customer Experience team for further investigation (should you have a complaint).

How Ideal Heating will handle your feedback or complaint:

Stage 1 - Provide feedback or raise a complaint

To provide your feedback or raise a complaint, please complete the below form. It is important that you provide as much detail as possible along with your contact details in this form, as this will assist us in our investigations.

Stage 2 - Acknowledgment

Your complaint will be registered on to our system and a member of our Customer Experience team will aim to acknowledge your complaint within 48 hours (Monday – Friday excluding weekends and bank holidays. Postal acknowledgments may take longer).

Stage 3 - Investigation

Our Customer Experience team will review your feedback or thoroughly analyse your complaint in detail. During the investigation stage of a raised complaint, all evidence will be reviewed and we may need to contact you for additional information.

Stage 4 - Business Decision

Once we have completed our full investigation, we will contact you to advise of the business’s final decision.