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Complaints & Feedback

At Thermal Earth Ltd, we are proud of what we do and are committed to delivering exceptional customer service and maintaining the highest standards in every installation. Your feedback helps us improve and we welcome you letting us know your comments on your experience with us.

We take all concerns seriously and aim to resolve issues fairly and promptly.

How to Provide Feedback

Whether it's praise or suggestions for improvement, please get in touch with us via any of the methods below:

📧 Email: info@thermalearth.co.uk

📞 Phone: 01269 833100

📍 Post: Thermal Earth Ltd, Capel Hendre Industrial Estate, Ammanford, Carmarthenshire, SA18 3SJ

Making a Complaint

If we have not been able to satisfy any complaint and you remain unhappy with any aspect of our service, you can:

Step 1: Contact Us Directly

Please email or call us with a clear summary of your concern. Include any relevant details such as:

  • Installation address
  • Date of service
  • Nature of the issue

We aim to acknowledge your complaint within 2 working days and provide a full response within 10 working days.

Step 2: Investigation

Your complaint will be reviewed by a senior member of our team. If necessary, we may arrange a site visit or request further information to resolve the matter.

Step 3: Resolution

We'll explain the outcome clearly and outline any agreed actions to resolve the issue. Our goal is to reach a fair resolution that leaves you confident in our service.

If You're Still Not Satisfied

If we cannot resolve your complaint internally, you have the right to refer it to our Alternative Dispute Resolution (ADR) provider, in line with our TrustMark and RECC commitments.

Our ADR provider:

Dispute Resolution Ombudsman

Website: https://www.recc.org.uk/consumers/how-to-complain

Phone: 0207 981 0850

This service is free, impartial, and independent. You can contact them once we've issued a final response, or if your complaint has not been resolved within 8 weeks.

Consumer Protection

Thermal Earth Ltd is:

  • A registered TrustMark business
  • A member of the Renewable Energy Consumer Code (RECC)
  • Committed to fair trading, honest communication, and quality workmanship