Complaints

We hope that you’re happy with any purchase you’ve made or the 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 to know! At The Underfloor Heating Store, we value our customers and we're dedicated to putting matters right.

Complaint & Dispute Resolution Process

Contact us straight away

In the first instance, please contact us using one of our options below. 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 01268 567016 or customerservices@theunderfloorheatingstore.com

By post:

Customer Relations Department,
The Underfloor Heating Store,
Unit 12, Carnival Close,
Carnival Park,
Essex,
SS14 3WN

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:

By email:

customerservices@theunderfloorheatingstore.com

By post:

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

The Consumer Duty Champion for the Highbourne Group: Contact details

For all matters related to the provision of consumer finance/credit the Highbourne Group has appointed Tony Buffin, Non Executive Chairman of Melbourne Topco Limited ( the parent company of Highbourne Group Limited) to act as the Highbourne Group’s consumer duty champion for all Highbourne Group companies providing consumer finance.

Mr Buffin fulfills this role independent of the Executive and with the support of the Legal & Compliance team.

Contact can be made via: legalandcompliance@cityplumbing.co.uk

Russell Deards

Director of Legal & Compliance

Highbourne Group

December 2024