Complaint Guide

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:
● Make it easy for you to tell us what went wrong;
● Give your complaint the attention it deserves;
● Resolve your complaint without delay; and
● Provide you with the right outcome to your complaint

How & where to complain
If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
In person – call into our office at the address shown overleaf. We are open 9 to 5 Monday to Friday, 9 to 3 Saturdays.
In writing – write to us at the address overleaf and address your letter to Daniel Darby
By telephone – call us on 01386 555 333 during our office hours and ask for the Customer Services Department.
By email – using the email address shown overleaf

How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
Please see timeframes below:
● If we are able to resolve a complaint within 3 business days, we will issue
the complainant with a summary resolution letter detailing our resolution
and advising the customer of their right to refer the complaint to the
Financial Ombudsman Service.
● For every complaint received that cannot be resolved within 3 business
days, we will issue the complainant with an acknowledgement letter
within 5 business days, along with a copy of our complaint’s procedure.
● We will advise the complainant on each communication when they can
expect to hear from us next
● If after 4 weeks we are still not in a position to resolve a complaint, we
will issue the complainant with a ‘4 week holding letter’ advising why we
are not yet in a position to resolve the complaint.
● We will endeavour to resolve complaints in a timely manner and within
8 weeks as a maximum.
● If we cannot resolve a complaint within 8 weeks then we will remind
complainants of their right to refer their complaint to the Financial
Ombudsman Service (see final response letter templates).
● All complaints received and resolved will be recorded so we are able to
identify trends and make the necessary business changes to improve the
services to our customers and prevent repeat occurrences.
● If a 3rd party is solely responsible for the complaint or the reasons for the
complaint, we will refer the complaint to them within 5 business days and
write to the customer to make them aware of this.
● If a 3rd party is jointly responsible for the complaint with us, we will refer
the complaint to them within 5 business days, write to the customer to
make them aware of this, and then investigate and handle the complaint
points relating to us as per our normal process.

If we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks, we will: – Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response The Financial Ombudsman Service Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Further information can be obtained from the Financial Ombudsman Service’s
website at

Stove Industry Association (SIA) General Meeting Blog

Our blog on the recent spring general meeting with the SIA

Recently, Chase Heating Director Dan Darby and I had the pleasure of attending the Stove Industry Association (SIA) General Meeting for Spring. Held at the Bicester Golf, Spa and Hotel in Oxfordshire, we were surrounded by approximately 70 experienced members of our industry. It was such a fantastic opportunity to meet and chat with them. This blog will be a brief round up of what happened, what was discussed, our thoughts and how the industry can move forward.

First on the agenda was the posting of SIA Membership Figures and its good news. There is strong and consistent growth within the SIA, and in our opinion, more members and unity amongst the members creates a stronger and more competitive industry.

Another point the SIA touched on was the increase in stove sales over the last 2 years, this coincides with a decrease in PM2.5 Emissions. Further evidence that PM2.5 emissions are caused by open fires, traffic, bonfires, and old, outdated, inefficient stoves. It is vital as an industry that we promote the use of cleaner, eco-design stoves to further reduce emissions. As an industry, we are on the side of cleaner and more breathable air, in addition to this, we feel we can promote this with eco-design stoves replacing older stoves and open fires.

This statistical data which came from the government has been put to the anti-woodburning groups. Their opposition to our industry is, and as it always was, misguided. An SIA member stated during the meeting was that we are actually on the same side as the Anti-Woodburning groups, and we should actually be working with them to inform the wider public about the poor emissions from old stoves and open fires and why they should be replaced by Eco-Design Stoves. Despite this well received notion, there is still a huge amount of misinformation within the industry perpetrated by the anti-woodburning groups. These groups like Mum’s for Lungs, London Woodburning Project and the Clean Air Campaign have all been pushing misinformation online, that we as an industry, have committed to combatting in good faith. There is unity within the industry over these such matters.

The SIA also informed us of their engagement with policy makers and stakeholders. This ranges from writing to local government and council figures to meeting with Members of Parliament at Stove manufacturing sites to inform them of the work and science behind an eco-design stove.

As stated, MP engagement is an area that the industry has decided to target, and we urge all fellow SIA members to write to their local MP and invite them to see our work, whether a manufacturer, retailer, or supplier. It is vital that the policy makers and leaders in our country realise what a strong and united industry we are. As a retailer, we have plans to write to our local MP of West Worcestershire to invite her to see our showroom and see how we improve peoples lives with the products we supply and install.

Towards the end of the meeting, we were joined by the Office for Product Safety & Standards (OPSS), they were warmly welcomed and happily answered questions from members about a range of subjects. While this Q&A was mainly for manufacturers, we still took a lot of helpful information from the talk and have made changes to our own showroom to ensure we comply with the rules set out by OPSS and the government.

Thank you for reading this blog on the recent SIA General Meeting, we look forward to the next meeting in the Summer.


Eco-Design and ClearSkies Explained

Simplifying complicated jargon within the Stove Industry

If you’re a stakeholder in the stove industry I am sure you will have heard about Eco-Design 2022 Legislation and ClearSkies Levels, if not, where have you been?

Here is a quick and easy explainer for what Eco-Design 2022 and ClearSkies mean, how they are linked, what they mean for the stove industry and how they may impact the consumer.

Firstly, Eco-Design 2022 is a UK Government and EU wide program that has been designed to lower emissions and improve air quality. These regulations set new efficiency requirements for all stoves. All appliances that show the ClearSkies mark have been certified by the independent Scheme administrator. This ClearSkies mark confirms that the appliance meets or exceeds the Eco-Design 2022 Legislation requirements. Only some Eco-Design 2022 stoves are DEFRA (Department for Environment, Food and Rural Affairs) approved. If a stove is DEFRA approved, it means that they can be used in Smoke-Control Areas. The reasons for the difference between Eco-Design and DEFRA approval are explained in the second part of this blog.

Secondly, ClearSkies has levels. Ranging from 2, the lowest, to 5, the highest.

  • ClearSkies 2 means the appliance is Eco-Design Compliant, but not DEFRA approved.
  • ClearSkies 3 lists the appliance as Eco-Design compliant and DEFRA Approved.
  • ClearSkies 4 includes all of ClearSkies 3, and additionally a 15% improvement on the efficiency of the appliance.
  • ClearSkies 5 is the top of the ClearSkies levels. It means that these appliances have a 15% improvement on ClearSkies 4, so a minimum 30% improvement on ClearSkies 3. ClearSkies 5 approved stoves are the most future-proofed appliances.

What does this mean for the stove industry?

The eco-design regulation and DEFRA approval impacts the manufacturers of stoves more than the retailers or consumers. The vast majority of stove manufacturers already have a vested interest in improving their appliances and making them as efficient as they can. As a retailer, we can only sell and install eco-design compliant stoves.

How does this impact the consumer?

Well, you are now only able to buy Eco-Design 2022 Stoves. Importantly, and for those worried, stoves purchased and installed prior to Eco-Design 2022 that don’t comply are still fine and useable, this regulation only applies to recently purchased, modern stoves. It’s not hard to see a future in which there is a push for the removal of open fires and inefficient, pre-eco-design stoves and for them to be replaced with compliant appliances.

Woodburning stoves are a carbon efficient source of heat and should continue to be approved and welcomed as a quality secondary source of warmth in homes around the country.

We hope you found this blog informative, there is a lot of industry jargon, so if you are at all confused, please don’t hesitate to contact us for further information or explanation.

01386 555333


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