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Customer care

Complaints procedure

If something has gone wrong, tell us. We will establish the facts, take ownership of the next action and give you a clear response rather than making you chase several people.

How to complain

Email hello@airwarm.co.uk or write to AIRWARM LTD, 2 Aireview Crescent, Baildon, Shipley, BD17 7LS. You can also call 01274 947 197. Please include your name, property address, project reference if you have one, what has happened and what outcome you are seeking.

What happens next

  1. Acknowledgement. We aim to acknowledge a complaint within 2 working days.
  2. Ownership. We record the complaint, identify who is responsible for investigating it and tell you what happens next.
  3. Investigation. We review the relevant survey, design, quotation, installation, correspondence or service records and may ask for further information or arrange an inspection.
  4. Response. We explain what we found, what we propose to do and any timescale that applies. If more investigation is needed, we will keep you informed rather than leave the complaint unanswered.
  5. Escalation. If you remain dissatisfied, ask for the complaint to be reviewed again. Where your project was delivered through a certification, consumer-protection or partner scheme, we will also identify the external escalation route that applies to that project.

Urgent faults

A complaint is not the same as an emergency call-out. Existing Airwarm customers with a genuine system fault should contact us promptly. We respond to existing customers within 24 hours; that is a commitment to respond, not a guarantee of attendance within 24 hours.

Data-protection complaints

If your complaint is specifically about how Airwarm has handled your personal information, the separate process and your rights are explained in our privacy policy.

Our approach

We distinguish a comfort expectation from a technical fault, document the evidence and agree the next action. Airwarm will keep communication clear, take ownership of the next step and avoid passing customers unnecessarily between organisations.

Last reviewed: 18 September 2026.