Complaints policy

1. Purpose of this policy

We welcome feedback and take complaints seriously. Complaints can help us identify where information, communication, referral handling or service processes need to improve.

Making a genuine complaint will not affect how a current enquiry is treated.

2. What this policy covers

This policy applies to complaints about:

• Information published on this website.
• The operation of enquiry or contact forms.
• How an enquiry was recorded, referred or followed up.
• Communication from the service team.
• How personal information was handled.
• Accessibility or website-operation concerns.

3. How to make a complaint

You can complain by:

• Emailing support@boiler-upgrade-scheme.co.uk.
• Using the contact page and marking the message as a complaint.

Helpful information

• Your name and preferred contact details.
• The property address or postcode, where relevant.
• Any enquiry, reference or installer details.
• A clear description of what happened and when.
• Relevant messages, quotations, photographs or screenshots.
• The outcome you would like us to consider.

4. What happens next

Possible outcomes

• An explanation of what happened.
• An apology where the service fell below the expected standard.
• A correction to records or website information.
• Further contact with an installer or service provider.
• A change to a process, form, article or internal guidance.
• Confirmation that the complaint was not upheld, with reasons.

5. Requesting a review

If you remain dissatisfied, you may request a review by someone who was not responsible for the original response, where practical.

Ask for a review within 7 calendar days and explain why you believe the outcome should be reconsidered.

We aim to issue a final review response within 10 working days.

6. Complaints about installers or advisers

Installers and advisers introduced through the website are normally independent businesses responsible for their own surveys, advice, quotations, contracts, workmanship and warranties.

1. Raise the complaint directly with the business using its complaint procedure.
2. Keep copies of the contract, quotation, photographs and correspondence.
3. Ask for a written final response if the issue is not resolved.
4. Check whether a certification body, trade association, warranty provider or dispute-resolution service applies.

You may also tell us about the issue so we can record the concern and review our referral arrangements.

7. Data-protection complaints

Complaints about access, correction, deletion, sharing, security, consent, marketing or another use of personal information should be marked as a data-protection complaint.

Send the complaint to support@boiler-upgrade-scheme.co.uk.

For data-protection complaints, we will:

• Provide a clear route for raising the complaint.
• Acknowledge it within 30 days.
• Investigate it appropriately.
• Communicate the outcome and any action taken.

Our privacy policy explains personal-data rights and how to contact the Information Commissioner’s Office.

8. Accessibility and additional support

Tell us if you need help making a complaint or receiving the response in a different format.

We will consider reasonable communication adjustments and may communicate through an authorised representative where appropriate.

9. Persistent, abusive or unreasonable behaviour

We will not restrict contact simply because a person is persistent or dissatisfied. We may set proportionate limits where behaviour is abusive, threatening, discriminatory, excessively repetitive or prevents effective complaint handling.

Where practical, we will explain the restriction, how long it applies and how necessary contact can continue.

10. Confidentiality, records and privacy

Complaint information will be shared only with people who reasonably need it to investigate, respond, obtain professional advice or meet legal obligations.

Complaint records may be kept for 90 days.

Personal information is handled in accordance with our privacy policy.

11. External escalation and dispute resolution

An external route may be available through an installer’s certification body, trade association, warranty provider, regulator, ombudsman or alternative dispute-resolution provider.

Boiler Upgrade Scheme does not appoint a single ADR provider for disputes involving independent installers. The relevant route will depend on the installer, its certification body, trade association, warranty provider and the nature of the complaint.

Where an external route applies, the final response should identify the relevant organisation and any known referral deadline.

Nothing in this policy prevents someone from seeking independent legal advice or using a statutory right.

12. Complaint contact details