COMPLAINTS POLICY
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. 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.
Should you wish to make a complaint, please click on the attached link where you will also find details of our complaints procedure: https://www.hiber.com/complaints
EXCELLENTBased on 118 reviewsTrustindex verifies that the original source of the review is Google.Saima Qamar2024-09-21Both engineers who came out were professional and friendly. They thoroughly checked the boiler, identified the issues and explained in detail what was wrong. We had no hot water for a day as they needed to order parts to fix it but they did this quickly and prioritised the job because they knew we had no hot water. We are very grateful to Tom for coming out at 5.30pm to ensure we were able to get our hot water back ASAP. Thank you very much HeatXpert for doing a brilliant job.Trustindex verifies that the original source of the review is Google.Paul Adams2024-09-18I'd recommend HeatXpert. Friendly, knowledgeable office staff and engineers. Able to get a booking quickly. Had my boiler serviced and they assisted with a shower issue, helping me source a part which, ultimately, I was able to fit myself.Trustindex verifies that the original source of the review is Google.Gideon Rabinowitz2024-09-18We had a straight forward boiler replacement. that HeatXpert surveyed at short notice, provided a detailed quote and came and installed less than a week later. Good comms to set the initial appointment up and reminders of the survey made it hassle free. RecommendedTrustindex verifies that the original source of the review is Google.Coenraad Steyn2024-09-18Brilliant service from start to finish. Staff were extremely responsive and professional. Will use them again and will strongly recommend them to anyone.Trustindex verifies that the original source of the review is Google.Bernhard Brouwer2024-09-17Brilliant service by Vernon, great technician who installed new boiler and hot water tank. Very reasonable price as well. Would recommend to anyone. I had some issues after the installation because I placed my HIVE hub too close to my router. Again the team were wonderful sorting this out over the weekend.Trustindex verifies that the original source of the review is Google.Marcus Gorton2024-09-15Extremely happy with the boiler install we had done recently, neatly and efficiently done with very little disruption. Great serviceTrustindex verifies that the original source of the review is Google.Jack Sealey Rees2024-09-13Would recommend, efficient, professional and personableTrustindex verifies that the original source of the review is Google.Cameron Ralph (Cameron Ralph S&C)2024-09-11Always a top job. Very prompt, punctual and great serviceTrustindex verifies that the original source of the review is Google.Rick Covell2024-09-10Boiler replace quickly and efficiently, no mess, no problem, clean and tidy job
Email: [email protected]
Phone: 020 4552 8777