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
EXCELLENT Based on 165 reviews David G15/03/2025Trustindex verifies that the original source of the review is Google. Very impressed with our new combi boiler, installed and operating in record time. I expected a team of 2 or 3 guys to arrive to do the job but Jack worked on his own and he really knows his stuff. Well done HeatXpert! jenny wilby15/03/2025Trustindex verifies that the original source of the review is Google. We were very happy withe the work carried out yesterday HeatXpert fitters they were very tidy and skillful and we can't praise enough Sam Otero14/03/2025Trustindex verifies that the original source of the review is Google. Tom, and the team from Heat Xpert quickly became our go to company for all of our heating needs. Tom has been coming to us for a few years now and it is testament to his workmanship and professionalism seeing Heat Xpert ‘Xpand’. Always superb service and superb skill. We cannot recommend highly enough Jeanette Manning13/03/2025Trustindex verifies that the original source of the review is Google. Had boiler installed in February great information on boiler very tidy. I was informed any problems just ring. David Apps06/03/2025Trustindex verifies that the original source of the review is Google. Very good work and left clean and tidy and very friendly and said what they going to do Would recommend Papa Lazarou06/03/2025Trustindex verifies that the original source of the review is Google. HeatXpert fitted our boiler last year and did a fantastic job and I subsequently recommended them to my son who also had a boiler installed in his house by Tom and his team. A few days ago a leak developed in our hearing system (not connected with the boiler installation), and HeatXpert reacted very swiftly and competently repaired the pipe with minimum of fuss and disruption. I would unreservedly recommend HeatXpert if you need a professional job at a reasonable cost and would have no hesitation in using their services again. James Cope26/02/2025Trustindex verifies that the original source of the review is Google. They did a great job replacing my broken boiler. I intend to use them again next time I have an issue. Nahman21/02/2025Trustindex verifies that the original source of the review is Google. Great work by HeatXpert. Have been great from start to finish with the information given and the work completed. Thank you to Tom and his team. Manish Gupta21/02/2025Trustindex verifies that the original source of the review is Google. Tom and his team were brilliant. They provided clear quotation listings all the items. Installed new boiler. Cleared down all the waste and cleaned the surfaces before leaving. Thank you. Don Hughes20/02/2025Trustindex verifies that the original source of the review is Google. Really excellent job of a new boiler installation. Neat and tidy and the house is warm again!
Email: [email protected]
Phone: 020 4552 8777