Which? Trusted Traders has welcomed Baxi’s engineers to our Approved Service scheme.

Boiler-specialist Baxi has been manufacturing in the UK for more than 150 years, providing a wide range of energy-efficient boilers, all backed up by its customer support division.

The company continually strives to improve both its products and services. It has recently carried out an internal review to improve the customer experience and further upgrade its in-house repair and maintenance service.

Baxi Customer Support employs a team of engineers, who provide a range of services to consumers, including repairs under warranty, annual servicing and maintenance.

‘Heroes in the field’

Baxi team members receiving their certificate from Which? Trusted Traders

Having dedicated customer-support engineers, fully trained in boilers old and new, means Baxi can give consistent support for customers, explained Andrew Keating, aftersales and marketing director.

‘We can offer a high level of service, because of our engineers’ experience and deep knowledge about maintaining and repairing boilers,’ he said.

‘All our products are backed by Baxi Customer Support, our UK-based, award-winning customer contact centre, and a nationwide network of our own fully trained Gas Safe-registered engineers, providing help and support when customers need it.’

The company prides itself on the effort it puts into training its engineers, and ensuring they have the expertise to get the job done effectively.

Andrew said: ‘Having a problem with your heating and hot water can be extremely distressing, and consumers need repairers they can rely on.

‘Our engineers are our heroes out in the field. They are experts on heating systems. They undergo extensive product training to know our products inside out, and have technical backup should they need it.’

Why a Which? Trusted Traders endorsement?

The company already used a feedback system to respond to customers’ needs. But Baxi decided to take this further and gain external, independent recognition of its work from Which? Trusted Traders. As Andrew explained: ‘We wanted to show how good we were.’

Now the Baxi team can display our Approved Service logo with pride, and customers should be able to spot it on the engineers' vans and in advertising.

By successfully passing the assessment process, Baxi is showing customers that it complies with all current regulations, treats its customers fairly and goes out of its way to provide excellent levels of customer service.

For Baxi the benefit is twofold: its service centre staff get the positive recognition of the endorsement, and its customers see that the company is allied with a trusted consumer champion, giving them confidence that they’ll be treated fairly.

Andrew Keating said: ‘Our Approved Services endorsement from Which? Trusted Traders provides an official stamp of approval for the service we provide. We know how good our engineers are – now everyone else does, too.’

Raj Kakar-Clayton, managing director of Which? Trusted Traders, said: ‘We’re delighted to announce the Which? Trusted Traders endorsement of Baxi’s service as our latest Approved Service. We look forward to working together to help provide reassurance to consumers when they’re looking to find traders they can trust.’

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