Policy
How we rank installers
The criteria every installer in our network has to meet — and how we handle complaints when something goes wrong.
Every installer we match you with is MCS-certified, insurance-verified, and has been trading under their current company name for at least 24 months. We re-check certifications quarterly and remove any installer with a sustained customer-complaint pattern.
We’re funded by installer referral fees when you request quotes. Our editorial coverage isn’t paid for — read our editorial policy and how we rank installers.
Minimum criteria
- Current MCS certification for air or ground source heat pumps.
- Public liability insurance to £2 million minimum.
- Companies House registration and at least 24 months trading history.
- HIES, RECC or Quality Mark Protected consumer-protection membership.
- Geographic coverage of the requested postcode within 50 miles.
How we match
We do not run an editorial "best installer" ranking. When you submit a quote request we pass your details to up to three installers who meet the criteria above and service your postcode. Order of presentation is rotated to prevent any single installer dominating the top slot.
Complaints and removal
Customers can email complaints@heatpumpcosts.co.uk at any point. We log every complaint, ask the installer for their account within 14 days, and act on a documented pattern of issues by suspending or removing the installer from the network.
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