Complaints Handling Procedure


Alpha Heating Innovation (“we/us”) aims to provide the highest level of service to customers. We recognise the value of customer feedback in improving the services we provide. We deal with any complaint we receive promptly, fairly, openly and effectively.

This Policy describes how we handle complaints in relation to service and product issues. This Policy is in addition to your statutory rights they will be unaffected by the terms of this Policy.

If you need to make a complaint

The complaints department contact details are:

Complaints Department
Alpha Heating Innovation
Nepicar House
London Road
Wrotham Heath
TN15 7RS

Tel: 0344 871 8764

Company Registration No: 00882439

Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

  1. Make it easy for you to tell us what went wrong;
  2. Give your complaint the attention it deserves;
  3. Resolve your complaint fairly without delay; and
  4. Make sure you are satisfied with how your complaint was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

  • In writing – write to us at the address shown above.
  • By telephone – call us on 0344 871 8764 during our office hours and ask for the Customer Services Department.
  • By email – use the email address shown.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:

  1. Why we have not resolved your complaint;
  2. Who is dealing with your complaint; and
  3. When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 0344 871 8764 and ask to speak to the person handling your complaint.

If we cannot reach agreement with you?

If we can’t agree a solution with you within four weeks, we will

  1. Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision; or
  2. Issue our decision letter which will explain our final position.

Contact details

Complaints Department
Alpha Heating Innovation
Nepicar House
London Road
Wrotham Heath
TN15 7RS

Tel: 0344 871 8764 – Ask for the Customer Service Department, Operating Hours: [Mon-Fri: 8am to 5.30pm and Saturday 9am to 4pm]


Company Registration No: 00882439

Review of this policy

We keep this Policy under regular review and we may change it from time to time.

Your statutory rights remain unaffected by this Policy.

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