Customer Care
Complaints
If something has not gone as expected, tell us what happened, when it happened and what outcome you are seeking. We will check the job record, speak to the people involved and explain the next step.
How we handle complaints
Our complaints process
If you are unhappy with any part of our service, installation, workmanship, communication or aftercare, please contact us using the form below.
Once received, your complaint will be logged, acknowledged, reviewed and assigned to the correct person. We will investigate the details and contact you with our response or the next steps.
Where a complaint relates to an MCS installation, we may review the design, installation, commissioning and handover records as part of our investigation. We are committed to resolving complaints fairly and promptly. If you are dissatisfied with our final response, or if we have been unable to resolve your complaint to your satisfaction, you may escalate the matter to MCS for further guidance. MCS can provide information about the complaints process and the options available to consumers under the MCS Scheme. You can contact MCS using these details:
Email: mcshelpdesk@mcscertified.com
Telephone: 0333 103 8130
Call: 01522 535335
Email: office@vectorheat.co.uk
What to include
Help us investigate quickly
Please include as much detail as possible, including:
- Your name and contact details
- The property address
- The job number, if known
- The type of work carried out
- A clear description of the issue
- What outcome you would like
If your heating or hot water has stopped working, please use our customer care hub instead so we can treat it as a support issue.
Go to customer care hubFormal complaint
Submit a complaint
Complete this form and the Vector Heat office team will pick it up at office@vectorheat.co.uk.
Your complaint will be recorded in our complaints log and reviewed by the appropriate person.