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 127 reviewsTrustindex verifies that the original source of the review is Google.peter tappin2024-10-21Really happy with our new boiler system Tom and the team at heatXpert installed. Great service from start to finish. The guys worked really hard to get the job done in a timely fashion and followed up after the job was done. Would be happy to recommend them in the future.Trustindex verifies that the original source of the review is Google.Christine Fellows2024-10-18Brilliant efficient service. New boiler installed. Care was taken to protect carpets and the job was completed within agreed time frame.Trustindex verifies that the original source of the review is Google.Roger Cook2024-10-12I have left this a while to let things settle. We had our boiler fail completely. Within a week we had a visit to assess our replacement, a well priced quote and an installation! Everything was done well and the installation engineer was very hard working and insisted on leaving no mess. It's now four months later and we have not had a single issue since the engineer left. I would certainly recommend them.Trustindex verifies that the original source of the review is Google.Chris Crosby2024-10-03Very efficient, polite and on time. Job completed very well and professionally. Highly recommended. Thank you Tom, Alex and Ben.Trustindex verifies that the original source of the review is Google.G B2024-10-01The best gas boiler service we have experienced by far from start to finish. Booking in was a breeze. Admin contact was friendly and prompt. There was a very useful SMS reminder on the day. On the day. Vernon was exceptional. He was professional throughout. Tidy in his work. Great explanation of things. Clear with costs. Open and honest at all points. A sunny disposition to boot! He picked up things that previous ‘gas engineers’ had missed. It was a refreshing experience. Having used three different engineers over the last 6-years, this company is clearly the benchmark. It’s really sad it took so many bad experiences to recognise the good but now we have been in contact, given the outstanding experience, they have likely earned a long-term customer.Trustindex 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.
Email: [email protected]
Phone: 020 4552 8777