Complaints Procedure

Glen Dimplex Heating and Ventilation (“GDHV”) is part of the Glen Dimplex Group. The UK division of GDHV trades through Dimplex (registered in England and Wales No.01313016) and Ability Projects Ltd. (registered in England and Wales No.04088764). Dimplex and Ability Projects Ltd are at Millbrook House, Grange Drive, Hedge End, Southampton, Hampshire, SO30 2DF

At Dimplex, we strive to support our customers as best possible. There is a wealth of information available on our website including product information, FAQs and much more. We do also realise that sometimes we make mistakes. Telling us when you are unhappy is important as it gives us the opportunity to put things right and improve the service we offer in the future. We are dedicated to resolving any customer issues swiftly and to your satisfaction. 

If you have a problem, the quickest way to contact us is via our Help Centre 

You can also write to us at : 

Dimplex UK 

Millbrook House, Grange Drive Hedge End, Southampton Hampshire SO30 2DF 

If you are unhappy with any aspect of our products or service and not satisfied with how we handled your complaint, please notify our Customer Resolution Team using the contact details above. Please ensure you include your contact details, Case Number and the product proof of purchase in any written or digital communication so we can fix your problem efficiently and effectively. 

We will endeavour to respond to your issue within 2 days. Further investigation may be required, and we will aim to resolve your problem within 5 working days. We may take longer, however, we will keep you informed every step of the way. We aim to resolve all complaints within 28 days, even those with further complexity. 

If you are unhappy with how your complaint was handled, please click here LINK TO COMPLAINTS PDF for further information.