How to Complain to Baxi
Step by step: where to complain, what to say, and where to go if Baxi does not put it right.
Consumer Protection UK is independent and is not connected to Baxi. This guide uses information published by Baxi and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Baxi official complaints page (opens in a new tab)
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. - If it is not resolved
- 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 and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: The page says Baxi is not regulated by a national governing body and names no ombudsman or ADR scheme.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, 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.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- 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.
- If a trade body or scheme is named in the guide above, check what it covers before you use it.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.