Ideal Boilers Ltd is committed to providing products and services of a high quality but sometimes problems arise which result in a product or service falling short of a customer's expectation.

We like to think we can deal quickly and effectively with such problems but the person best qualified to say whether we have is the customer. Our aim therefore is to provide a simple way for a customer to express a complaint and have confidence it will be treated in a fair and reasonable manner.

In order that all complaints receive appropriate attention we have created a dedicated section, the purpose of which is to investigate details and produce a response that ensures the merits of the complaint have been properly addressed.

All complaints are required to be made in writing. There are three reasons for this: The first is to remove doubt about what has been said in the complaint and the response; the second to ensure there is a record in the event that future reference is required whilst the third is to provide a measure of the time taken to respond.

Letters of complaint should be addressed for the attention of the Customer Services Team at Ideal Boilers Ltd
National Avenue
Hull
HU5 4JN.

Alternatively customers may wish to fax their complaint to the Customer Services Team on: 01482 498241or e-mail the Customer Services Team on: Technical_CustomerServices@idealboilers.com

Every effort will be made to ensure the medium used for contact will be the medium used for a reply although the nature of the reply may not make that possible. The time it takes for a reply will depend on the level of investigation required however, our aim is to respond to complaints received by whatever means in no more than 5 working days.

Ideal Boilers Ltd is not regulated by a National Body but in setting its policy on redress to customer complaints it works to a standard it believes to be fair and reasonable. Ultimately however, customers can seek to file their claim by other means and this complaints procedure is in addition to the protection provided by statutory rights.