Communications Policy

1. Who we are

WarmBox Heating is operated by WarmCare Installations Limited, Company Registration Number 13425045. Our registered office address is ASM House, 103a Keymer Road, Hassocks, West Sussex, United Kingdom, BN6 8QL.

Our customer postal address is 5 Brayford Square, London, E1 0SG.

2. How we may contact you

We may contact you using the details you provide to us when you make an enquiry, request a quote, book a service, arrange an installation, complete a form, or contact our team.

• Telephone calls
• Email
• SMS or text message
• Post
• Website contact forms
• Online quote or booking forms

3. Service communications

Service communications are messages we need to send to respond to your enquiry, arrange work, manage your booking, provide customer support, or meet legal, regulatory, safety, or business requirements.

• Quote confirmations
• Appointment reminders
• Engineer visit updates
• Installation or servicing information
• Payment or finance-related information
• Warranty and aftercare updates
• Safety notices
• Complaint responses
• Changes to your booking or service

4. Marketing communications

We may send marketing communications where we have a lawful basis to do so. This may include updates about heating services, boiler servicing, air conditioning, finance options, offers, or related products and services.

Where required by law, we will ask for your consent before sending marketing messages. You can opt out of marketing communications at any time by using the unsubscribe option in the message, replying with your preference where applicable, or contacting us directly.

5. Accuracy of contact details

You are responsible for making sure the contact details you provide to us are accurate and kept up to date. If your phone number, email address, postal address, or other contact details change, please let us know as soon as possible.

We are not responsible for missed communications where the contact information provided to us is incorrect, outdated, or inaccessible.

6. Call handling and communication records

We may keep records of communications with you, including emails, form submissions, messages, call notes, booking records, and complaint records.

• Respond to your enquiries
• Manage bookings and services
• Handle complaints
• Maintain quality and customer service standards
• Meet legal, regulatory, accounting, or safety obligations
• Protect our business and customers in the event of a dispute

Where calls are recorded, recordings may be used for training, quality monitoring, dispute resolution, and record-keeping purposes, where permitted by law.

7. Response times

We aim to respond to customer enquiries as quickly as reasonably possible during normal business hours. Response times may vary depending on the nature of the enquiry, engineer availability, supplier response times, and the level of investigation required.

Urgent matters should be raised by telephone where possible.

8. Third-party communications

In order to provide our services, we may need to share relevant contact or service details with trusted third parties, such as engineers, installation partners, finance providers, booking platforms, customer service tools, payment providers, or warranty providers.

We only share information where necessary and in line with our Privacy Policy.

9. Complaints

If you are unhappy with the way we have communicated with you, please contact us so we can review the issue. For complaints of a financial nature, please refer to the complaints information provided on our website.

10. Changes to this policy

We may update this Communications Policy from time to time. The latest version will be published on our website.