Complaints Policy

Heat Leicester (Heat Professional Heating Services Ltd) is committed to providing a high standard of service to all customers. We understand that occasionally things may go wrong, and we take all complaints seriously.

This policy explains how to make a complaint and how we will handle it.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can put things right.

Telephone: 0116 278 8222
Email: service@heatleicester.co.uk
Post:
Heat Professional Heating Services Ltd
40 Hillsborough Road
Leicester, LE2 9PL

Please include:

  • Your name and contact details
  • The address where work was carried out (if applicable)
  • A clear description of your concern
  • Any relevant dates, reference numbers, or supporting information

What Happens Next

  1. Acknowledgement
    We will acknowledge your complaint promptly and confirm that it is being investigated.
  2. Investigation
    Your complaint will be reviewed by a senior member of our team. We may contact you for further information if required.
  3. Response
    We aim to provide a full written response within 14 days. If the issue is more complex, we will keep you informed of progress.
  4. Resolution
    Where appropriate, we will offer a fair and reasonable resolution.

If You Are Not Satisfied

If you are not satisfied with our final response, please let us know and we will review the matter again.

Finance-Related Complaints (FCA-Regulated)

Heat Professional Heating Services Ltd is authorised and regulated by the Financial Conduct Authority (FCA) in relation to credit brokering.

If your complaint relates to finance, credit, or payment arrangements and you are not satisfied with our response, you may be entitled to refer your complaint to the finance provider or the Financial Ombudsman Service.

Finance Provider:
Novuna Personal Finance
(A trading style of Mitsubishi HC Capital UK PLC)

Financial Ombudsman Service (FOS):
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

Complaints must usually be referred to the Financial Ombudsman Service within six months of receiving our final response.

Our Commitment

  • All complaints are handled fairly, consistently, and promptly
  • Making a complaint does not affect your statutory rights
  • Feedback is used to improve our services

Company & Regulatory Information

Company Name: Heat Professional Heating Services Ltd
Trading Name: Heat Leicester
Company Number: 07491349
VAT Number: 109967084

FCA Authorisation:
Heat Professional Heating Services Ltd is authorised and regulated by the Financial Conduct Authority in relation to credit brokering.
FCA Register Number: 812382

Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority.
Financial Services Register Number: 704348

The Financial Services Register can be accessed at www.fca.org.uk

Last updated: 2026