Customer Relations

Committed to providing exceptional customer support

We understand that problems may arise from time to time, resulting in products or service falling short of expectation. Our ongoing commitment is to learn from your feedback, to improve all customer experience with Baxi.

We are here to help, get in touch

Tell us if you have issues. We aim to resolve complaints arising from your experience.
Allow us the opportunity to put things right. We will do our best to resolve problems you may have as swiftly as possible.
Our highly experienced team will be in touch within 2-working days.

Get started

Customer feedback

How we handle your complaint*

Receiving your complaint

Once we have received your complaint, we will acknowledge automatically via email. Within the following 2-working days, we will be in touch to let you know who will be dealing with your case. It may be us or your plan provider.

Our investigation process

We take all complaints seriously and will treat each case fairly. Your case will be assigned and investigated by one of our dedicated customer experience case manager. The assigned case manager may need to make contact with you if further information is required.

Our process duration

We aim to begin our investigation to make sure we understand everything thoroughly. If your complaint is more complicated, we may need more time to make sure we have a full overview. In this case we will be in touch to let you know.

Conclusion

Once we have completed a full investigation, our conclusion will be communicated to you by your assigned case manager. This is normally via telephone or email within seven working days from the date of your acknowledged complaint. If we need a bit more time, we will let you know.

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*Baxi is currently not regulated by a national governing body, but our compliance policy in place to address all customer complaints to a standard that we believe is fair and reasonable.

This does not affect your statutory consumer rights. Visit our terms & conditions here.

Other methods to contact our customer relations department:

By email

Email us

By phone

By post

Baxi Customer Relations

Brooks House,

Coventry Road,

Warwick,

CV34 4LL