Your rights if your heat pump installation goes wrong

Key takeaways

• Always give your installer the opportunity to investigate and put things right first – and keep a clear record of your communications, energy bills and any evidence.
• You may have more protection than you realise, including MCS protections, the Consumer Rights Act, Section 75 and alternative dispute resolution schemes.
• The right installer makes all the difference. Choose a company that will still be there when you need them most, not just on installation day.

You’ve spent thousands of pounds on a new heat pump system. You were told it would keep your home warm, run efficiently and make heating simpler. But what happens if it doesn’t?

Maybe one room never gets warm, your electricity bills are much higher than expected, the heat pump keeps throwing up errors, or perhaps the company that installed it has simply stopped answering your calls.

The good news? You’re not powerless.

There are protections in place for UK homeowners, from your installer’s own complaints process and MCS protections to consumer law and, in some cases, even your credit card or finance provider.

But knowing which one to use – and when – isn’t always obvious. So, let’s make it easier.

First things first: go back to your installer

It sounds obvious, but this should always be your first step.

Before escalating anything, give the company that designed and installed your heat pump a proper opportunity to investigate and put things right.

And do it in writing – so that means following up with an email after you’ve phoned them. 

Explain clearly:

• what’s going wrong
• when you first noticed it
• any error codes you’ve seen
• which rooms aren’t reaching temperature
• whether your energy use appears unusually high
• what you’d like them to do next

Attach photographs, screenshots from your heating app, energy bills and any other evidence that helps explain the problem.

You don’t need to diagnose the fault yourself. That’s their job. You just need to show clearly what you’re experiencing.

Keep a record of everything

It’s helpful to do this right from the start, but if you begin to feel like something doesn’t feel right, start keeping a record as early as you can. 

Hopefully, you won't need it. But if the issue isn't resolved straight away, having everything in one place makes it much easier for your installer – or anyone else investigating the problem – to understand what's happened and how your heat pump has been performing over time.

It's worth keeping copies of:

• your original quote and system design
• heat-loss calculations
• predicted running costs or performance figures
• commissioning documents
• warranties and guarantees
• emails between you and the installer
• photographs and videos
• error codes
• indoor temperatures
• energy bills before and after installation

If your complaint is about performance, this information becomes especially important.

It's difficult to investigate a statement like "my heat pump costs too much to run." But if you can show the running costs you were originally quoted alongside your actual energy use, everyone has something concrete to work from.

What if your installer doesn’t fix it?

That's where the protections around your installation start to matter.

If your installer is MCS certified, the route available to you depends partly on whether they operate under the redeveloped MCS Installer Scheme or the previous arrangements.

MCS is moving installers onto its redeveloped scheme throughout 2026. The new scheme strengthens consumer protection and no longer requires installers who have transitioned to belong to a separate Consumer Code.

That's important because you'll still find plenty of advice online telling homeowners to complain to RECC or HIES first.

That may still be the right route for some installations. But it isn't universally true anymore.

If you're not familiar with MCS or the changes to the new scheme, we've explained exactly what it covers – and what it doesn't – in our guide to heat pump warranties and what MCS actually covers.

If your installer is on the redeveloped MCS scheme

The redeveloped MCS Installer Scheme introduced stronger consumer protections and a clearer complaints process.

One of the biggest changes is that every domestic installation must now include an approved financial protection product, providing at least six years of installation protection. This gives homeowners a route to getting eligible installation issues resolved if the original installer can no longer meet their obligations – for example, because they've stopped trading or refuse to carry out remedial work.

If you're unsure what to do next, MCS can also help you understand which protections apply to your installation and direct you through the appropriate complaints process.

This becomes particularly important if your installer has stopped trading – something we'll come back to later in this article.

If your installer belongs to RECC

Some installers also belong to the Renewable Energy Consumer Code (RECC), which has its own complaints and dispute resolution process.

If your installer is a RECC member, RECC can help if you're unable to resolve the issue directly. Their process includes access to independent dispute resolution and aims to help both parties reach a fair outcome.

If your installer is a Which? Trusted Trader

Some installers are also Which? Trusted Traders (like Aira). If yours is, and you're unable to resolve your complaint directly, you may be able to access the scheme's Alternative Dispute Resolution (ADR) service.

You can confirm whether your installer is a Which? Trusted Trader on the Which? website.

Is it an installation problem or a performance problem?

Not every heat pump problem looks the same.

Sometimes there's a clear installation issue. Other times, your heat pump appears to be working normally, but your home isn't as warm as expected, or your energy bills are much higher than you were led to believe.

That's an important distinction, because the cause of the problem – and how it's resolved – can be very different.

Broadly speaking, technical issues tend to fall into two categories.

Installation issues

These are problems with how the system has been designed, installed or commissioned. They might include:

• incorrect pipe sizing
• unsafe electrical work
• poor commissioning
• incorrect positioning of the outdoor unit
• inadequate system design
• radiators that aren't able to deliver enough heat

Performance issues

Here, the heat pump itself may appear to be working, but it isn't delivering the results you were promised. That could include:

• running costs that are much higher than predicted
• rooms failing to reach the expected temperature
• excessive cycling
• poor efficiency
• disappointing hot water performance

In reality, the two often overlap. A performance issue can be caused by an installation problem, and it isn't always obvious which one you're dealing with.

If you and your installer disagree about the cause of the issue, an independent technical assessment can help establish what's actually happening and provide evidence to support your complaint.

Should you get a second opinion?

Sometimes, yes.

If your installer insists everything is working correctly but you're still experiencing problems, an independent heat pump specialist can help identify whether there's an issue with the system's design, installation or setup. 

Ask them to put their findings in writing. You're looking for a professional assessment that explains why your heat pump isn't performing as expected – not just an opinion that something doesn't look right.

Depending on the issue, a technical report might assess:

• system sizing
• heat-loss calculations
• radiator output
• pipework and flow rates
• flow temperatures
• controls and settings
• commissioning
• overall system efficiency
• any obvious installation defects

If your complaint needs to be escalated, an independent report can provide valuable evidence and make it much easier to demonstrate what's gone wrong.

Your rights under the Consumer Rights Act

Even if you don't have access to an industry complaints scheme, you still have legal rights.

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. If they aren't, you're entitled to ask the business to put things right. And if that isn't possible, you may be entitled to other remedies, such as a price reduction.

That's important because installing a heat pump isn't just about buying a product. You're also paying for a professional service – from the design and installation through to commissioning the system.

So even if an installer's warranty has expired, that doesn't automatically mean your rights have.

Your contractual warranty and your statutory consumer rights are two different things. One doesn't replace the other.

If you believe your heat pump wasn't installed with reasonable care and skill, it's worth understanding what protection the Consumer Rights Act may still provide.

What if you paid by credit card?

This is one of the most useful consumer protections available – and many homeowners don't realise it exists.

If your heat pump installation cost more than £100 and no more than £30,000, Section 75 of the Consumer Credit Act may make your credit card provider jointly responsible if there's been a breach of contract or misrepresentation.

What's more, you don't necessarily need to have paid the full amount by credit card. In some cases, simply paying the deposit on a qualifying credit card can be enough for Section 75 protection to apply to the entire purchase.

This can be particularly helpful if:

• the installer has stopped trading
• the company has become insolvent
• you believe the system was mis-sold
• the installer refuses to put qualifying problems right

Section 75 doesn't apply in every situation, and the exact protection available will depend on the circumstances. But if you paid any part of your installation by credit card, it's well worth contacting your card provider to understand what protection may be available.

What if your installer goes bust?

It's something most homeowners don't think about when choosing a heat pump installer. But they probably should.

A heat pump is designed to last for well over a decade. During that time, you may need servicing, maintenance or the occasional repair. So it's worth asking what happens if the company that installed it is no longer around.

The good news is that the redeveloped MCS Installer Scheme has strengthened consumer protection.

Every domestic installation must now include an approved financial protection product. That protection is designed to help homeowners if an eligible installation issue arises and the original installer can no longer meet their obligations – for example, because they've ceased trading.

If you find yourself in that situation, the first step is to gather the paperwork you received when your heat pump was installed, including:

• your MCS certificate
• your installation warranty
• any financial protection or insurance-backed documentation
• your manufacturer's product warranty
• your installation contract
• details of any Consumer Code membership that applied at the time

From there, you'll be able to contact the organisation responsible for your protection and understand the options available to you.

That's a significant improvement for homeowners. But it's also worth remembering what this protection is designed to do.

Its purpose is to help resolve eligible installation issues if your installer is no longer able to honour their responsibilities. It isn't the same as having the company that installed your heat pump still there years later to service it, monitor its performance, carry out repairs and help it run as efficiently as possible.

That's why it's worth thinking beyond the installation itself. Because choosing an installer isn't just about who fits your heat pump. It's also about who'll still be looking after it years from now.

Can you take your installer to court?

Potentially. But it should usually be a last resort.

If you've exhausted every other option and still haven't been able to resolve the issue, you may be able to bring a claim against your installer. In England and Wales, claims under £10,000 are generally dealt with through the small claims track, and eligible money claims now go through free mediation before a court hearing.

In most cases, though, it likely won't come to that.

Before considering legal action, it's usually worth making sure you've:

• raised a formal complaint with your installer
• given them a reasonable opportunity to put things right
• gathered evidence to support your complaint
• used the relevant MCS, Consumer Code or alternative dispute resolution process, where applicable
• explored any protection available through your credit card provider or finance agreement

Taking these steps first can often help resolve the issue without the time, cost and uncertainty of going to court.

A quick note: This article is intended as general consumer information, not legal advice. If you're considering legal action or aren't sure what rights apply to your situation, it's worth seeking independent legal advice.

What about Trading Standards?

Trading Standards helps enforce consumer protection laws and investigate unfair or illegal trading practices. But that doesn't usually mean they'll step in to resolve an individual heat pump dispute or get your installation fixed.

Instead, if there are concerns about things like misleading sales claims, rogue traders or wider breaches of consumer law, you can contact Citizens Advice, who can provide advice and, where appropriate, pass the information on to Trading Standards. You can't normally report a business directly to Trading Standards yourself. 

If your goal is simply to get your heat pump working properly, your installer, the relevant protection scheme or an alternative dispute resolution (ADR) provider will usually be the quickest and most effective place to start.

Questions to ask before choosing a heat pump installer. So none of this ever happens.

The easiest complaint to resolve is the one you never have to make.

Before choosing an installer, ask these questions:

• Who is responsible for designing and installing my system?
• What happens if it doesn't perform as expected?
• How long does the installation warranty last?
• What does the product warranty actually cover?
• Are labour and call-out charges included?
• What financial protection do I have if your company stops trading?
• Will I receive a commissioning report?
• Who looks after my heat pump after it's been installed?
• Will my system be monitored after installation?
• Do you offer a performance guarantee?

The answers will tell you far more than the brochure ever could. They'll give you a good idea of what owning a heat pump with that company is likely to feel like years after the installation is complete.

Why Aira is different

If there's one thing this guide shows, it's that owning a heat pump shouldn't mean trying to work out who's responsible when something goes wrong.

Is it the installer? The manufacturer? The warranty provider? The company providing financial protection? It can quickly become complicated.

That's why we've built Aira differently.

We design your system, install it, commission it and continue looking after it long after installation day. As an MCS-certified installer, every installation comes with the consumer protections required under the MCS Installer Scheme. We're also proud to be a Which? Trusted Trader, meaning our business has been independently assessed against high standards for customer service, business practices, complaints handling and more.

But we believe great aftercare should go much further than meeting industry standards.

That's why every Aira Heat Pump comes with our Aira all-inclusive plan, free for the first year.

At the heart of the plan is the 15-Year Aira Guarantee, bringing together our Product & Installation Warranty, Comfort Guarantee and Performance Guarantee into one simple promise. Alongside that, you'll get maintenance visits, repairs, parts, labour, premium app features and ongoing support from the same team that installed your heat pump.

And because every Aira Heat Pump is built with Aira Intelligence, we're continuously monitoring your system behind the scenes. In many cases, we'll spot and fix issues before they've had a chance to affect your comfort. If we can resolve something remotely, we will. If not, we'll arrange a visit.

So if something isn't right, you're not left wondering who to call. You call us.

It's so much more than protection if something goes wrong. It's aftercare, reimagined.