Our highest priority is the safety of all our valued customers and colleagues, especially as we face the battle against COVID-19. Please read our coronavirus update here

How to complain

We are really sorry if you are not happy and we would like to put it right quickly. We know that sometimes things go wrong, and we want to hear from you so we sort things out and improve our products and service.

Please write to us with all the information about your complaint. Please make sure you include the full address and post code of the boiler in question. You can also attach any pictures or other relevant information.


Postal address: Customer Relations, Baxi Customer Support, Brooks House, Coventry Road, Warwick, CV34 4LL

If you prefer to call, please telephone Customer Relations: 0330 678 0165

Our trained customer relations case managers will fully investigate your complaint and reply in person as soon as possible. Your patience is appreciated whilst we investigate all the facts and come to a conclusion that takes full account of all the issues.

Our Customer Relations team work from 8am to 5pm Mon to Fri. If your matter is urgent, or outside these hours, please ring our Baxi Customer Support team on 0330 6780 917.

For answers to frequently asked questions visit here.