If you are not completely happy with the service you have received, we would like to hear about it so that we can resolve any issues you may have. We will do everything within our remit to ensure our customers receive only the best service possible.

To do so, you can choose from one of the following options:

Call us – 0800 288 9052 (please note, we may also ask for your complaint in writing)

E-mail us – info@premiersmartheat.co.uk

Send us a letter – Premier Smart Heat, North Bridge Place, LE3 5AG

We aim to resolve your complaint straight away but if we can’t, we will write to you within five working days to inform you:

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

If you do require an update, please do not hesitate to contact us by telephone on 0116 242 55 33.

If we cannot agree on a solution, we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision


  • Issue our final decision letter, which will explain our final position.

The Financial Ombudsman Service (FOS)

Please note: ONLY complaint relating to the sale of financial services should be referred to the Financial Ombudsman Service.

Our aim is to resolve all complaint internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If you would like the FOS to look in to your complaint, you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service – Exchange Tower, London, E14 9SR. Or, telephone 0800 023 4567. Or, e-mail complaint.info@financial-ombudsman.org.uk.

Further information can be obtained from the FOS’ website at www.financial-ombudsman.org.uk.