Complaints & Contact

How to raise a complaint

Please include your booking reference if you have it, the address we attended, what happened and what outcome you would like. If you are a tenant, a landlord or a managing agent, tell us which so we can involve the right person.

• Phone 0203 621 1034, Monday to Saturday, 8am – 7pm.
• Email info@oventechs.co.uk with the subject line "Complaint".
• Or write to us at Oventechs, Croydon, London.

What happens next

• We acknowledge every complaint within two working days.
• A manager reviews the booking record, the engineer's report and any photographs, and gives you a full written response within ten working days.
• Where the fault may be ours, we offer a guarantee visit, a repair at no further labour charge, or a refund of the labour fee — whichever puts it right.
• If you are not satisfied with that response, ask for it to be escalated to a director; you receive a final answer within a further ten working days.

If we still cannot agree

We will always try to resolve a complaint directly. If we cannot, you may wish to take independent advice from Citizens Advice or use a mediation or alternative dispute resolution service; we will tell you about a suitable scheme in our final response. Nothing in this process affects your right to take a matter to court.

Complaints about your data

If your complaint is about how we have handled your personal information, email info@oventechs.co.uk marking it for the attention of the data protection contact. You can also complain to the Information Commissioner's Office at ico.org.uk.

Other ways to reach us

For a new booking, use the online booking form or call 0203 621 1034. For a guarantee claim, have your booking reference ready — the Guarantee Policy explains what is covered. If anything here is unclear, call 0203 621 1034 or email info@oventechs.co.uk and we will explain it plainly.