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How to Complain to Baxi
Baxi says complaints can be made by an online form, phone or post to its Customer Relations team. It says it acknowledges by email, assigns a case manager within 2 working days, and normally gives a resolution within seven working days of the acknowledged complaint.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Baxi
How to Complain
Baxi says complaints can be made by an online form, phone or post to its Customer Relations team. It says it acknowledges by email, assigns a case manager within 2 working days, and normally gives a resolution within seven working days of the acknowledged complaint. source
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Baxi in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
Baxi Complaints
Always start here, in writing.
Ask About An ADR Scheme
We could not confirm a general ombudsman or ADR scheme for Baxi from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
The page says Baxi is not regulated by a national governing body and names no ombudsman or ADR scheme.
Work must be done with reasonable care and skill and, if no time was agreed, within a reasonable time (Consumer Rights Act 2015).
Take dated photos of the problem, and keep the quote, contract, invoices and messages.
Do not pay the final balance until you are satisfied. If you must pay, say in writing that you are paying under protest.
Consumer Protection UK is independent and is not connected to Baxi. This guide uses information published by Baxi and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 4 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- baxi.co.uk/help-and-advice/contact-us/customer-relations Checked 4 October 2026