Complaints procedure

Last updated 18 May 2026. We would always rather hear about a problem than not. This page explains how to raise a complaint and what happens next.

Tell us first

Most issues are sorted quickly once we know about them. Please contact us before anything else, with your name, address, the job reference or date, and a clear description of what has gone wrong:

• Phone: 0800 980 6018, Monday to Friday 8am to 6pm, Saturday 9am to 1pm.
• Email: enquiries@basi.co.uk.
• Post: BASI Heating Ltd, 500 Leeds Road, Bradford, BD3 9RU.

Because every BASI engineer is a full-time employee and never a sub-contractor, the company that quoted the job is the company responsible for putting it right. There is no agency or third party to chase.

How we handle your complaint

1. Acknowledgement. We will acknowledge your complaint within two working days of receiving it and tell you who is dealing with it.
2. Investigation. We will look into what happened, which may include speaking to the engineer and, where needed, arranging a visit to inspect the work.
3. Response. We aim to give you a full written response within ten working days. If a complaint is complex and needs longer, we will tell you why and give you a revised timescale.
4. Putting it right. Where we have got something wrong, we will agree the remedy with you, carry it out promptly, and confirm it in writing.

If you are still not satisfied

If you are unhappy with our response, ask for the complaint to be reviewed by a senior member of the team, who will take a fresh look and respond to you in writing. We will not treat a request for review as a nuisance. It is how we make sure we have been fair.

Escalating beyond BASI

If we cannot resolve matters between us, you can escalate through the relevant independent route, depending on the nature of the issue:

• Gas safety concerns. If your complaint relates to the safety of gas work, you can contact the Gas Safe Register at gassaferegister.co.uk. Our Gas Safe registration is 623525. Suspected immediate danger should be reported to the national gas emergency service straight away.
• Workmanship and trade standards. If a complaint about workmanship cannot be settled with us directly, we will set out in writing the independent resolution route available to you.
• Finance. If your complaint is about a finance agreement arranged through us and cannot be resolved, you may be able to refer it to the Financial Ombudsman Service.

Related pages

For how we handle your personal data, see the privacy and cookies policy. For general questions about our service, the boiler and heating FAQs or the contact page are the quickest route.