How it works
Every HeatSure complaint moves through the same five steps, with a written record of the investigation and outcome.
- 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
Further options
If you remain unhappy with our outcome, the written response will identify any independent body that is confirmed to have jurisdiction. Gas-safety concerns may also be raised with Gas Safe Register.
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.
Where to write to us
Email is fastest: helpme@heat-sure.com. Post works too: Heat Sure Group Ltd, 64C Accounts Office, Roseville Road, Leeds, England, LS8 5DR. Please include your member email or ticket reference so we can find your account.