Complaints Procedure

We’re committed to providing products and services of a high quality and excellent customer service

At Ferroli UK we know that you have a choice and we are very pleased that you chose us! Thank you. Our most important job is looking after you, our customers and the products that you have chosen to buy from us. We realise that sometimes things can go wrong, and there may be occasions where problems arise which result in our product or service falling short of your expectations. We want to hear from you and have the opportunity to put this right. Please email us at to provide your feedback or complaint which will be handled by our dedicated Customer Services team.

How will we deal with your complaint?

Let us know your complaint

Email our Customer Services team at and provide us with details of your feedback or complaint. Our Customer Services team will log all the details.

Dealing with your complaint

Following receipt, we aim to acknowledge your complaint within 5 working days (Monday -Friday excluding public holidays) of receipt.

Your complaint will be looked into by our trained Customer Services team who may need to contact you for any additional information we require.


Our Customer Services team will look at all the facts and come to a conclusion. We will always try to resolve any issues that you have and look for a positive outcome.

We will either send a final response or inform you that we have been unable to give a final response and let you know when you will next hear from us. This process can take up to 28 days to be completed

Submit your complaint via email here : Your complaint will be looked into by our trained Customer Service team who may need to contact you for any additional information we require. Please include your name, contact number and address of where the boiler or water heater is installed.

Ferroli UK is not regulated by a national body but in setting its policy on redress to customer complaints it works to a standard it believes to be fair and reasonable. This complaints procedure does not affect your statutory rights.

Would you like a brand new, ultra-reliable, energy-saving boiler?

Find out more over on our homeowner’s page here

Warranty Registration Your boiler’s warranty is very valuable to you – make sure it is registered as soon as the boiler has been installed.

Ask your installer if they have registered your warranty on your behalf. If they haven’t, you can register your warranty quickly and easily yourself by calling Customer Services on 0330 205 0005.

Looking for a water heater?

At Ferroli we don’t just sell boilers! We have a good range of water heaters for most requirement’s from Static Caravans to under sink solutions. Find out more here

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