Complaints and Compliments

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something
to put it right.

We do everything we can to make sure our customers get the best products and service possible.
However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:

  • Make it easy for you to tell us what went wrong.
  • Give your complaint the attention it deserves.
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

How and where to complain:

If you are not satisfied with any aspect of our products or service, you can tell us about your
complaint in the following ways:

By web form – submit the form below.

In writing – write to us and address your letter to KHP Customer Complaints, Kensa Heat Pumps
ltd, Mount wellington Mine, Chacewater, Truro, TR4 8RJ.

By telephone – call us on 0330 021 8296 during our office hours which is Monday – Friday, 9am –

By email –
How long will it take?

We aim to resolve your complaint straight away but if we can’t, then we will write to you within
two business days to tell you:

  • Why we have not resolved your complaint.
  • Who is dealing with your complaint; and
  • When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed within 20 working days but if you need an update, please call us on
0330 021 8296 and ask to speak to the person handling your complaint.