Terms & Conditions

Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

​To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

​As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

​In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0113 3226277, or write to us at Heateam LTD, 36 Martingale Drive, Middleton, Leeds, LS10 4TB or email us at admin@heateamltd.co.uk and we aim to respond within 28 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

​Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them.

If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209.

Appointment Cancellation Policy

Should you need to cancel please give 24 hour notice or charges will be applied, charges are at the discretion of Heateam Ltd.​

In the event that parts have been ordered for your appointment and we have to return the part our suppliers charge a restocking fee or are unable to return stock due to supplier policies, you will also be responsible for the payment of any fees incurred.​

Heateam Ltd will notify you of any appointment changes as soon as possible, our cancellations and delays are rare. However, we do occasionally come across unforeseen circumstances and situations where there are uncontrollable factors that cause us to be later than the original scheduled time and if it is inconvenient for our customers we will reschedule when it is more convenient.