Complaints Procedure

Our aim is to provide you with the highest standards of service, but we appreciate that sometimes, unfortunately things can go wrong.

Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve and deliver the best possible service in the future.

If you would like to make a complaint, please email complaints@shnugg.co.uk and we'll acknowledge your complaint within 5 working days.

The below summarises the six steps of our complaints handling process:

Step 1 Contacting Us

There are 4 easy ways to contact us:

  • Telephone our Customer Service Department free on 0330 390 3908
  • Use the Contact Us page on our website www.shnugg.co.uk
  • Write to us at:
    Complaints Dept, Office 2, The Factory, High Street, Thorpe le Soken, Essex, CO160EA
  • Email: complaints@shnugg.co.uk

Step 2 Acknowledging your complaint

We understand that resolving your complaint quickly is of the utmost importance, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation, and this can take time.

We will write to you to acknowledge your complaint within 5 working days from the receipt of your complaint.

Step 3 Investigating your complaint

One of our trained Customer Advocates will investigate your complaint.

They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information they will need.

Step 4 Keeping you updated on our progress

Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we have not resolved your complaint by this time, we will ensure you are kept updated on the progress of our investigations.

Step 5 Informing you of our decision

We will always endeavour to inform you of our decision over the telephone.

Where we have not been able to discuss our decision over the telephone, we will confirm our decision in writing in a final response letter, but we may still want to discuss the outcome with you. This letter will detail a full account of our findings and the rationale for our decision. In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response.

At this point we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service and provide you with a booklet giving you further details on the service they provide.

Step 6The Financial Ombudsman Service

If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

If you have a complaint, you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.

You have a period of 6 months in which to refer to the Ombudsman. The 6-month period starts from the date of the final response. The contact details of the Financial Ombudsman Service are as follows:

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