Complaints Procedure

APN Boilers aims to provide a helpful, professional and transparent service. This procedure explains how to raise a concern and what happens after a complaint is received.

APN Boilers is operated by APN Home Limited and forms part of the wider APN network.

We aim to provide homeowners, installers, business partners and website users with a professional and reliable service. Where something has gone wrong, we want to understand the issue and have a reasonable opportunity to respond.

This complaints procedure explains:

How to make a complaint.
What information should be provided.
How the complaint will be reviewed.
The difference between an APN complaint and a complaint about an independent installer.
What happens if further information is required.
How the outcome will be communicated.

What Can You Complain About?

You can contact APN Boilers if your complaint concerns:

The way an enquiry was handled.
Communication from APN Boilers.
Information published on the APN Boilers website.
The installer-introduction process.
The handling of personal information.
Installer membership or business-partnership matters.
Marketing communications.
An invoice or payment made directly to APN Home Limited.
The conduct of an APN representative.
An existing complaint that has not been resolved.

Please provide enough information for us to identify the matter and investigate it properly.

Complaints About an Independent Installer

APN Boilers operates as a network and introduction service.

Unless expressly stated otherwise in writing, boiler installation, servicing, repairs and heating work are undertaken by independent installers or heating companies appointed directly by the homeowner.

The installer is responsible for:

Surveying the property.
Recommending the boiler or heating system.
Preparing and issuing the quotation.
Agreeing the scope of work.
Carrying out the installation or repair.
Managing employees and subcontractors.
Regulatory compliance.
Gas Safe, OFTEC, MCS or other registrations.
Commissioning the system.
Registering warranties.
Issuing certificates and documentation.
Workmanship.
Invoicing and payment.
Aftercare and remedial work.

Where a complaint concerns an installer’s quotation, workmanship, invoice, conduct or aftercare, the complaint should normally be raised directly with that installer first.

APN may record the concern, review the installer’s continued participation in the network and assist with communication where appropriate. However, APN cannot automatically accept liability for the work, quotation, contractual obligations or actions of an independent installer.

How to Make a Complaint

Complaints should be submitted through the APN Boilers contact page.

Please clearly mark the message:

Formal Complaint. Your complaint should include:

Your full name.
Your email address.
Your telephone number.
The property address or postcode, where relevant.
The name of the installer or business involved.
The date of the enquiry, quotation or work.
A clear description of what happened.
The outcome you are seeking.
Copies of relevant emails, quotations, invoices or photographs.
Details of any previous attempts to resolve the matter.

Providing complete information at the beginning will help us review the complaint more efficiently.

What Happens After a Complaint Is Received?

Once a complaint has been received, APN Boilers will:

Record the complaint.
Review the information supplied.
Identify whether the matter concerns APN Boilers, APN Home Limited or an independent installer.
Request further information where necessary.
Contact relevant team members or businesses.
Consider the available evidence.
Provide a written response or update.

Some complaints can be resolved quickly. More complicated matters may require additional documents or responses from other parties.

Our Response Times

We aim to acknowledge a formal complaint within five working days.

Where possible, we aim to provide a substantive response within 20 working days of receiving all the information reasonably required to investigate the matter.

If the complaint cannot be concluded within that period, we will explain:

Why additional time is required.
What further information is being considered.
When another update is expected.

Response times may be affected where information is incomplete or another business must be contacted.

Information and Evidence

We may ask for supporting evidence such as:

The installer’s quotation.
Terms and conditions.
Invoices.
Payment records.
Emails or messages.
Photographs.
Videos.
Boiler or heating-system reports.
Gas Safe, OFTEC or manufacturer correspondence.
Warranty documentation.
Building Regulations certificates.
Independent inspection reports.

Information should be relevant to the complaint and should not be altered or taken out of context.

Our Review

When reviewing a complaint, APN Boilers may consider:

What service APN agreed to provide.
Information supplied by the complainant.
Information supplied by the installer or other business.
Emails and written records.
Relevant website information.
Whether APN procedures were followed.
Whether the complaint falls within APN’s responsibility.
Whether corrective action is appropriate.
Whether the installer should remain within the APN network.

We will aim to consider complaints fairly and without making assumptions before the available information has been reviewed.

Possible Outcomes

Depending on the circumstances, an outcome may include:

An explanation.
An apology.
Correction of inaccurate website information.
Improved communication.
Removal from marketing communications.
Review of internal procedures.
Referral back to the independent installer.
Request for the installer to respond.
Review of an installer’s network membership.
Refund of a payment made directly to APN where appropriate.
Confirmation that no further APN action is available.

Any remedial work, refund or compensation relating to an independent installer’s contract will normally need to be agreed with that installer.

Escalating a Complaint

If you remain dissatisfied with the initial APN response, you may request a further internal review.

Your request should explain:

Why you disagree with the response.
What information you believe was overlooked.
Whether new evidence is available.
What outcome you are seeking.

The further review will normally be undertaken by someone who was not primarily responsible for the original response, where reasonably possible.

The outcome of the further review will represent APN’s final internal response.

Urgent Safety Concerns

This complaints procedure should not be used as a substitute for urgent safety action.

Where you smell gas or suspect an immediate gas emergency:

Turn off the gas supply where safe to do so.
Do not use electrical switches or naked flames.
Open doors and windows.
Leave the property where necessary.
Contact the appropriate national gas emergency service.

Where a boiler or heating appliance may be unsafe, stop using it and contact a suitably qualified engineer.

Gas Safe, OFTEC and Other Regulatory Concerns

Where a complaint involves possible unsafe or unlawful gas work, the matter may also need to be reported to Gas Safe Register.

Oil-heating concerns may need to be raised with OFTEC where the installer is registered through that organisation.

Depending on the issue, homeowners may also need to contact:

The boiler manufacturer.
Building control.
A warranty provider.
A competent-person scheme.
A consumer-advice organisation.
A finance provider.
An insurance company.
An alternative dispute-resolution provider.
An appropriate regulatory or enforcement body.

APN will not prevent a complainant from seeking independent advice or using another available complaint or legal process.

Confidentiality and Data Protection

Complaint information will be handled in accordance with the APN privacy policy.

Information may be shared with an installer, business partner, insurer, adviser or relevant authority where this is reasonably necessary to investigate or respond to the complaint.

Only information relevant to the matter should be provided.

Please avoid sending unnecessary sensitive personal information.

Abusive or Unreasonable Conduct

APN Boilers understands that complaints can involve frustration and inconvenience.

We will continue to communicate professionally and expect the same standard from all parties.

We may restrict or discontinue communication where messages contain:

Threats.
Harassment.
Discriminatory or abusive language.
Deliberately false information.
Excessive repetition after a final response.
Demands unrelated to the original complaint.

Restricting communication will not prevent relevant information from being considered.

Making a Formal Complaint

To raise a formal complaint, use the APN Boilers contact page and include:

Formal Complaint at the beginning of your message.

Provide your contact details, a clear description of the issue, the business or installer involved and copies of the relevant supporting information.

We will acknowledge the complaint, review the available evidence and explain the next steps.

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