Complaints Policy

Last updated: March 2026

At Boiler Central (boilercentral.com), we are committed to providing a high standard of service. If something goes wrong, we want to hear about it and will do our best to resolve the issue quickly and fairly.

1. What This Policy Covers

BoilerCentral.com provides customers with a convenient way to obtain a quotation, purchase a replacement boiler and arrange professional installation.

When you purchase a boiler installation through BoilerCentral.com, we manage the customer journey from quotation and order through to installation and aftercare.

Installation work is carried out by appropriately qualified and Gas Safe registered engineers. We may use approved engineers, subcontractors or installation partners to undertake installation work on our behalf.

2. How to Make a Complaint

You can contact us using the details below:

Email: admin@boilercentral.com
Website: boilercentral.com

Please include:

  • Your name and contact details
  • A clear description of your complaint
  • Any relevant dates or supporting information

3. Complaint Handling Process

We aim to resolve complaints as quickly as possible:

  • Acknowledgement: within 2 working days
  • Investigation: we will review your complaint and may contact you for further information
  • Response: within 7–14 working days

If we need more time, we will keep you informed.

4. Complaints About Third-Party Providers

If your complaint relates to a service provider we connected you with:

  • We recommend contacting the provider directly first
  • We may assist by forwarding your complaint or providing provider details
  • However, we are not responsible for the work, services, or outcomes delivered by third parties

5. Data Protection Complaints

If your complaint relates to how your personal data has been used:

  • We will investigate in line with UK GDPR requirements

If you are not satisfied with our response, you have the right to contact the:

Information Commissioner’s Office

Website: https://www.ico.org.uk

6. Escalation

If you are not satisfied with our initial response, you may request that your complaint be reviewed again.

We aim to resolve all complaints fairly and transparently.

7. Continuous Improvement

We take complaints seriously and use them to:

  • Improve our services
  • Enhance customer experience
  • Ensure compliance with legal obligations

8. Contact Us

Boiler Central
Email: admin@boilercentral.com
Website: boilercentral.com