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In the event that a problem develops on a heat pump the following procedure should be followed

If an end user calls us with a problem our technical team will help them with minor issues such as controller problems. However ultimately we will direct them back to their installer for further help in resolving the issue

It is the installer's responsibility to determine if the fault is with the product (heat pump), the installation or the heating system. If the fault is found to be with the product,  installers should call us on 0845 600 5111, and choose option Dimplex followed by option others to speak to Technical Services.

It is recommended that the call is made from the site as tests may need to be carried out to determine the nature of the fault. Before making the call please have the following information to hand as this will be required by Technical Services.

• Nature of the fault
• Site Postcode
• Customer Name
• Customer's Telephone Number
• Model reference
• When the Unit was installed
• The 6 digit FABr.-Nr number and 4 digit FD number (located on the rating plate on the heat pump)
• Extended warranty certificate no. if applicable

If the fault cannot be rectified over the phone then there are two options based on warranty status.

1. If a product is in warranty then you will be sent a form which needs to be completed in full and returned to us before a service call can be authorized. This form can also be downloaded here.

If a visit is authorised the visiting engineer will arrange a time with you to visit the site. NOTE: This visit may be chargeable* - if the problem is found not to be a product fault or if the warranty conditions have been broken.

2. If the product is out of warranty then the Installer will be provided with the number of a local Service Agent. Rates for this are determined by the service agent who can advise of the cost when they receive a call.

*Chargeable visits at a rate of £40 per hour + 40p per mile. Charges will be made at the discretion of the visiting engineer.