Complaints Procedure

Last updated: 24 July 2026

Boiler Lines is committed to providing customers with clear information, reliable products and a fair standard of service.

We recognise that problems may occasionally occur. This Complaints Procedure explains how you can raise a complaint, how we will investigate it and what you can expect from us.

Boiler Lines is a trading name of DYS FORTEX LTD.

1. About Boiler Lines

Legal company name: DYS FORTEX LTD
Trading name: Boiler Lines
Company number: 15246219
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Website: boilerlines.co.uk
Email: info@boilerlines.co.uk

In this procedure, “Boiler Lines”, “we”, “us” and “our” refer to DYS FORTEX LTD.

2. Our Commitment

When handling a complaint, we aim to:

• Treat you fairly and respectfully;

• Make it easy to raise a complaint;

• Investigate the matter objectively;

• Consider the information and evidence available;

• Keep you informed where an investigation takes time;

• Explain our findings clearly;

• Offer an appropriate remedy where we are responsible;

• Use complaints to improve our services.

Making a complaint will not affect your statutory consumer rights.

3. What You Can Complain About

You may complain about any aspect of your experience with Boiler Lines, including:

• Product information;

• Ordering;

• Payment;

• Shopify Payments or Klarna transactions;

• Customer accounts;

• Delivery;

• The conduct of Boiler Lines delivery personnel;

• Missing, late or incomplete deliveries;

• Damaged products;

• Incorrectly supplied products;

• Returns and collections;

• Refunds;

• Faulty products;

• Manufacturer warranty assistance;

• Customer service;

• Live chat or chatbot support;

• Marketing communications;

• Cookies and consent preferences;

• The collection or use of personal information;

• Accessibility;

• Any other Boiler Lines service.

4. Before Making a Formal Complaint

Many matters can be resolved quickly as a normal customer service enquiry.

For assistance with an order, delivery, return or product issue, contact:

info@boilerlines.co.uk

Please state whether you are making:

• A customer service enquiry; or

• A formal complaint.

You do not have to contact customer service separately before making a formal complaint.

5. How to Make a Complaint

You can submit a complaint by email or post.

By email

Send your complaint to:

info@boilerlines.co.uk

Use the subject line:

Formal Complaint – Order [ORDER NUMBER]

If your complaint does not relate to an order, use:

Formal Complaint – [BRIEF DESCRIPTION]

By post

Send written complaints to:

Complaints Team
DYS FORTEX LTD trading as Boiler Lines
C/O Elstree Consultants Ltd
4 Imperial Place
Maxwell Road
Borehamwood
England
WD6 1JN

This address may be used for correspondence only.

Do not return products to the registered office unless we have provided written return authorisation.

Through customer support

A complaint may also be raised through our live-support or chatbot service.

We may ask you to continue the complaint by email where:

• Documents or photographs are required;

• Personal information is involved;

• The issue requires a detailed investigation;

• Email provides a more secure or reliable record.

6. Information to Include

To help us investigate efficiently, please provide:

• Your full name;

• Your email address;

• Your order number, where applicable;

• Your delivery address, where relevant;

• The product name and model;

• The product serial number, where relevant;

• A clear description of what happened;

• Relevant dates;

• The people or organisations involved;

• Details of previous contact with us;

• The effect the issue has had on you;

• The outcome you are requesting;

• Relevant photographs, videos or documents.

You do not need to use legal terminology.

Please provide only information that is relevant to the complaint.

Do not send:

• Complete payment card numbers;

• Card security codes;

• Account passwords;

• Unnecessary sensitive personal information.

7. Complaints Made on Behalf of Another Person

You may ask another person to complain on your behalf.

Before discussing personal, account or order information with a representative, we may request:

• Written authority from the customer;

• Evidence that the representative is authorised to act;

• Proof of identity where reasonably necessary.

This requirement helps protect customer information from unauthorised disclosure.

8. Accessibility and Additional Support

Please tell us if you need assistance making or managing a complaint.

Where reasonably possible, we will consider requests for:

• Communication in a more accessible format;

• Additional time to provide evidence;

• Communication through an authorised representative;

• Reasonable adjustments connected with a disability or accessibility need.

Contact info@boilerlines.co.uk and explain the assistance required.

9. Acknowledging Your Complaint

We aim to acknowledge formal complaints within three working days of receipt.

The acknowledgement will normally include:

• Confirmation that we have received the complaint;

• A complaint reference, where available;

• The name or role of the person or team handling it;

• Any further information we require;

• The expected next steps;

• An indication of when you may receive a substantive response.

If your complaint concerns personal information, we will acknowledge it within the period required by applicable data-protection law and normally within our three-working-day service target.

10. How We Investigate Complaints

Depending on the nature of the complaint, we may:

• Review your order records;

• Review customer service communications;

• Review live-chat or chatbot records;

• Review payment and refund records;

• Review delivery records;

• Speak with Boiler Lines delivery personnel;

• Review photographs or video evidence;

• Check product and serial-number information;

• Contact a manufacturer, supplier or payment provider;

• Request an engineer’s report;

• Inspect or arrange collection of a product;

• Review website, account or consent records;

• Review our applicable policies and terms;

• Ask you for further information.

We will only request information that is reasonably necessary to investigate the complaint.

11. Product Complaints

If your complaint concerns a product, we may request:

• Product photographs;

• Packaging photographs;

• The serial number;

• Error codes;

• Installation records;

• Commissioning records;

• Benchmark documentation;

• Manufacturer warranty details;

• Installer information;

• Gas Safe registration details, where applicable;

• A qualified engineer’s report where reasonably necessary.

Do not:

• Continue using an unsafe product;

• Carry out an unauthorised repair;

• Remove internal components;

• Return the product without written instructions;

• Dispose of relevant packaging or damaged parts before the complaint is reviewed.

Requesting evidence does not remove or restrict your statutory rights.

12. Delivery Complaints

If your complaint concerns delivery, please provide:

• Your order number;

• Delivery date;

• Delivery address;

• A description of the issue;

• Details of any conversation with the delivery team;

• Photographs of damage or the delivery location, where relevant;

• Details of missing packages or products;

• A copy of any delivery record available to you.

We may review route, delivery and vehicle records as part of the investigation.

Where a delivery complaint concerns the conduct of an individual, we will handle relevant employment or disciplinary matters confidentially.

We may tell you the general outcome of the investigation but may be unable to disclose confidential personnel information.

13. Payment Complaints

Payments may be processed through Shopify Payments or Klarna.

For complaints concerning:

• An incorrect Boiler Lines order amount;

• A cancelled order;

• A refund initiated by Boiler Lines;

• A duplicated Boiler Lines order;

• The price charged by Boiler Lines,

contact info@boilerlines.co.uk.

Some complaints may concern services controlled directly by a payment provider, such as:

• Klarna eligibility assessments;

• Klarna payment plans;

• Credit decisions;

• Payment-provider account restrictions;

• Bank authorisation decisions;

• Card-provider processing times.

We will assist where reasonably possible, but you may also need to contact the relevant payment provider directly.

A complaint to a payment provider does not prevent you from raising a related complaint with Boiler Lines.

14. Warranty Complaints

Product warranties are normally provided and administered by the relevant manufacturer.

Where a complaint concerns the way a manufacturer has handled its commercial warranty, the customer should normally use the manufacturer’s complaints procedure.

You may still contact Boiler Lines where:

• You require proof of purchase;

• You cannot identify the manufacturer contact;

• The manufacturer has directed you back to the retailer;

• You believe the product was faulty when supplied;

• You wish to exercise statutory rights against Boiler Lines;

• You believe Boiler Lines provided inaccurate warranty information.

A manufacturer’s warranty does not replace your statutory rights against Boiler Lines as the retailer.

15. Personal Data Complaints

You may complain if you believe Boiler Lines has not handled personal information correctly.

Examples include concerns about:

• Collection of personal information;

• Use of personal information;

• Disclosure to another organisation;

• Account information;

• Marketing consent;

• Email or SMS communications;

• Cookies or tracking technologies;

• Access, correction or deletion requests;

• Data security;

• Retention of personal information;

• A response to a data-protection rights request.

Submit personal-data complaints to:

info@boilerlines.co.uk

Use the subject line:

Data Protection Complaint

Please explain:

• Which personal information is involved;

• What you believe went wrong;

• Relevant dates;

• Previous contact with us;

• The outcome you are requesting.

We may ask for reasonable evidence of identity where necessary to prevent unauthorised access to personal information.

We will:

• Acknowledge the complaint within the period required by law;

• Make appropriate enquiries without undue delay;

• Keep you informed where the investigation is ongoing;

• Tell you the outcome without undue delay.

16. Marketing Complaints

If you receive marketing you did not expect, please provide:

• The email address or telephone number that received it;

• The date of the communication;

• A screenshot or copy where possible;

• Whether you previously unsubscribed;

• Whether the communication was an email or SMS.

You can also use:

• The unsubscribe link in a marketing email;

• The opt-out instructions in an SMS;

• The cookie-preference panel for browser-based marketing technologies.

Order confirmations, delivery updates, payment notices, refund notices and product-safety communications are service messages and are not treated as marketing solely because they are sent electronically.

17. Response Times

We aim to:

• Acknowledge a formal complaint within three working days;

• Provide a substantive response or resolution within 14 calendar days;

• Resolve more complex complaints within 30 calendar days, where reasonably possible.

Some complaints may take longer where:

• A product must be collected or inspected;

• An engineer’s report is required;

• We are waiting for information from the customer;

• We must contact a manufacturer, supplier or payment provider;

• The complaint involves multiple orders or events;

• There are technical or legal issues;

• The complaint involves suspected fraud;

• The matter is unusually complex.

If we cannot provide a final response within 30 calendar days, we will aim to explain:

• Why further time is required;

• What work has been completed;

• What remains to be investigated;

• When you can expect a further update.

These are service targets and do not reduce any shorter deadline that applies under law.

18. Keeping You Informed

We will aim to provide proportionate updates while a complaint remains open.

We may contact you to:

• Request further information;

• Clarify the outcome you are seeking;

• Arrange product inspection or collection;

• Confirm that we are waiting for a third party;

• Offer a proposed resolution;

• Explain a delay.

Failure to provide information reasonably required for the investigation may prevent or delay us from reaching a conclusion.

19. Possible Outcomes

Depending on our findings and your legal rights, the outcome may include:

• An explanation;

• An apology;

• Correction of inaccurate information;

• Customer service assistance;

• Completion of an outstanding action;

• Delivery or redelivery;

• Collection of a product;

• Repair;

• Replacement;

• Replacement parts;

• Refund;

• Partial refund;

• Price reduction;

• Removal from marketing communications;

• Correction or deletion of personal information;

• A change to our procedures;

• Staff guidance or training;

• No further action where the complaint is not upheld.

The appropriate outcome will depend on the circumstances and applicable law.

Making a complaint does not automatically entitle the complainant to compensation.

20. Our Complaint Decision

Our substantive or final response will normally explain:

• The complaint issues we considered;

• The evidence reviewed;

• Our findings;

• Whether the complaint was upheld, partially upheld or not upheld;

• The reasons for our decision;

• Any remedy or action we propose;

• What you can do if you remain dissatisfied.

We may be unable to disclose confidential information relating to:

• Other customers;

• Employees;

• Contractors;

• Fraud-prevention systems;

• Security procedures;

• Legally privileged advice;

• Commercially confidential information.

21. Requesting an Internal Review

If you are dissatisfied with our initial decision, you may request an internal review.

Send your request to:

info@boilerlines.co.uk

Use the subject line:

Complaint Review Request – [COMPLAINT OR ORDER REFERENCE]

You should submit the request within 14 calendar days of receiving our response where reasonably possible.

Please explain:

• Why you disagree with the outcome;

• Any issue you believe was overlooked;

• Any new evidence;

• The resolution you are seeking.

A person who was not primarily responsible for the initial decision will review the complaint where reasonably practicable.

We aim to provide the review outcome within 14 calendar days.

Complex reviews may take up to 30 calendar days. If more time is required, we will aim to explain the reason.

22. Unreasonable or Abusive Conduct

We will not reject a genuine complaint merely because a customer is frustrated or upset.

However, we may take proportionate steps where conduct includes:

• Threats of violence;

• Harassment;

• Discriminatory abuse;

• Repeated offensive language;

• Deliberate provision of false information;

• Excessive duplicate communications;

• Persistent repetition of matters already fully considered without new evidence;

• Attempts to misuse the complaints process;

• Conduct that creates a safety or security risk.

Possible steps may include:

• Requesting communication by email only;

• Limiting contact to a named person or channel;

• Declining to respond to repeated points already answered;

• Ending an abusive conversation;

• Reporting threats or suspected criminal conduct to relevant authorities.

Any contact restrictions will be proportionate and will not prevent the exercise of statutory rights.

23. Alternative Dispute Resolution

Alternative Dispute Resolution, or ADR, is a way of attempting to resolve a consumer dispute without going to court.

Where Boiler Lines is legally required to provide information about an approved ADR provider, or where we agree to participate in an ADR process, we will provide the relevant details in our final response.

Unless we expressly confirm otherwise in writing, submitting a complaint does not mean that Boiler Lines has agreed to use a particular ADR provider.

Customers may obtain independent information about consumer rights and available dispute-resolution options from the Citizens Advice Consumer Service.

24. Complaints to the Information Commissioner’s Office

If your complaint concerns personal information and you remain dissatisfied after receiving our response, you may complain to the UK data-protection regulator:

Information Commissioner’s Office

The ICO will normally expect you to raise the issue with Boiler Lines first and retain copies of relevant correspondence and evidence.

Making a complaint to the ICO does not prevent you from pursuing other rights or remedies that may be available.

25. Legal Rights

This Complaints Procedure does not:

• Exclude or restrict statutory consumer rights;

• Prevent you from seeking independent advice;

• Prevent you from contacting an appropriate regulator;

• Prevent you from using an available dispute-resolution process;

• Prevent you from bringing a legal claim where you are entitled to do so;

• Change any applicable legal time limit.

26. Complaint Records

We may keep records of complaints for purposes including:

• Investigating and resolving the complaint;

• Demonstrating how the matter was handled;

• Improving products and services;

• Identifying recurring problems;

• Training and quality assurance;

• Fraud prevention;

• Meeting legal and regulatory obligations;

• Establishing, exercising or defending legal claims.

Customer support and complaint records may normally be retained for up to six years after the relevant matter is resolved, as explained in our Privacy Policy.

We will handle complaint information in accordance with our Privacy Policy and applicable data-protection law.

27. Changes to This Procedure

We may update this Complaints Procedure to reflect:

• Changes to our services;

• Changes to our contact channels;

• Changes to payment or technology providers;

• Changes to our internal processes;

• Legal or regulatory developments;

• Feedback received from customers.

The latest version will be published on boilerlines.co.uk and the “Last updated” date will be amended.

28. Contact Details

To submit a formal complaint or request a review, contact:

DYS FORTEX LTD trading as Boiler Lines

Company number: 15246219
Website: boilerlines.co.uk
Email: info@boilerlines.co.uk
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN

Important: The registered office is a correspondence address. Do not send or return products to this address unless Boiler Lines has given you prior written authorisation.