How it works
Every HeatSure complaint moves through the same five steps. We measure ourselves on step-2 and step-4 turnaround publicly to the ombudsman each year.
- 1
Tell us — informally first
Reply to any engineer email, message us via the ticket in your dashboard, or email helpme@heat-sure.com. Most issues are resolved at this step within one working day.
- 2
Formal complaint
If step 1 doesn't resolve it, or you want a written record from the start, email helpme@heat-sure.com with 'Formal complaint' in the subject and a summary of what happened. We acknowledge in writing within one working day.
- 3
Investigation
We interview the engineer + dispatcher involved, review the timeline events on the ticket, and if applicable request additional evidence from you. This step takes up to 10 working days.
- 4
Written outcome
You receive our written decision — what happened, what we're doing, and any compensation or refund. We aim to close every complaint within 20 working days.
- 5
External escalation
If you're unhappy with our outcome you can escalate to the Financial Ombudsman Service (for membership + billing) or Gas Safe Register (for engineer conduct). Details are supplied with the written outcome at step 4.
Timelines at a glance
- 1 working day — acknowledgement of any formal complaint.
- 10 working days — completion of internal investigation.
- 20 working days — final written outcome from HeatSure.
- 6 months — window to escalate to the ombudsman if you're still unhappy.
Where to write to us
Email is fastest: helpme@heat-sure.com. Post works too: HeatSure UK Ltd, London, United Kingdom. Please include your member email or ticket reference so we can find your account.