COMPLAINTS

1. Our Commitment

At BoxHeat Ltd, we are committed to providing a high standard of service. If something goes wrong, we want to know so we can put it right quickly, fairly, and transparently.

2. How to Make a Complaint

You can contact us using any of the following methods:

  • Phone: 020 4614 2422
  • Email: support@boxheat.co.uk
  • Post: Booth Parkes & Associates Ltd, Southolme, Trinity Street, Gainsborough, Lincolnshire, DN21 2EQ, United Kingdom

Please provide your name, address, and full details of your complaint so we can investigate efficiently.

3. What Happens Next

  • We will acknowledge your complaint within 3 working days of receipt.
  • We will investigate your complaint thoroughly and fairly.
  • We aim to provide a full response within 14 working days.

If we require more time, we will keep you informed and explain the reason for any delay.

4. Resolution

Once our investigation is complete, we will:

  • Explain what has happened
  • Outline any action we will take
  • Offer a fair resolution where appropriate

5. If You Are Not Satisfied

If you are not satisfied with our final response, you may escalate your complaint to the relevant finance provider (if applicable).

If your complaint relates to a regulated finance agreement, you may also have the right to refer your complaint to the:

Financial Ombudsman Service (FOS)

You must refer your complaint within 6 months of our final response.

6. Continuous Improvement

We record and review all complaints to improve our services and prevent similar issues from occurring in the future.

7. Contact Details

BoxHeat Ltd Booth Parkes & Associates Ltd Southolme, Trinity Street Gainsborough Lincolnshire DN21 2EQ United Kingdom

support@boxheat.co.uk 020 4614 2422

Document Version: 1.0 Last Updated: March 2026