Complaints Process

We hope that you're pleased with any purchase you've made or service you've received from The Underfloor Heating Store, and that you'll never have reason to complain - but if there's something you're not happy with, we'd like you to tell the relevant Underfloor Heating Store team about it so we can try to put matters right.

Complaint handling and dispute resolution process

Contact us straight away

In the first instance, please contact us using one of these options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.

Call us on 0844 800 3396 or Email us

By post:

Customer Relations Department
The Underfloor Heating Store
Unit 12, Carnival Close
Carnival Park
Essex, SS143WN

For problems or queries with your purchase or service from The Underfloor Heating Store.

Escalating the complaint

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service:

Email: customerservices@theunderfloorheatingstore.com

By post:

Head of Customer Service
The Underfloor Heating Store
Unit 12, Carnival Close
Carnival Park
Essex, SS143WN

Alternative Dispute Resolution

As a Which? Trusted trader we use their Dispute Resolution Ombudsman for dispute resolution. If after following our internal complaints procedure you still feel we have not satisfactorily resolved your complaint, please contact the Dispute Resolution Ombudsman on 0333 241 3209 or via their website