Fohen: most-reported complaints
Automated analysis of 416 public Trustpilot reviews published 2019-12-09 to 2026-09-16. TrustScore 4 from 1,677 total reviews — see the Trustpilot page. Quick answer: is Fohen legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which account for 52% of the 322 complaints identified in 416 reviews. Support-related problems are also frequent, with 35% of complaints citing unhelpful assistance and 33% noting that support is unreachable. Additionally, 12% of reviewers mention disputes regarding warranty coverage.
How to reach Fohen
These are the contact details Fohen publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 01924 975888, email [email protected].
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2025-05-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-17. We last checked this profile on 2026-09-26 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: FOHEN LIMITED (no. 11858967), active, incorporated 2019 (7.5 years) — accounts currently overdue; next accounts due 2026-04-30, last accounts filed 2025-11-24. 2 current officers (11 on record historically), 4 resignations in the last 24 months; 8 filings in the last 12 months (55 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2023-12-31, audited by BW Audit Ltd, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “In April 2025 the company ceased trading and the directors have taken the decision to liquidate this company. For this reason, the directors do not consider the company to be a going concern.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 1.5★ on Google (25 reviews) — a 2.5-star gap between its Trustpilot and Google scores.
TrustScore over time
3.9 → 4.0 across 6 census measurements since 2026-08-28. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-28 (30%, 32.0d) · 2026-08-31 (30%, 32.0d) · 2026-09-11 (35%, 32.0d) · 2026-09-17 (35%, 32.0d) · 2026-09-20 (35%, 32.0d) · 2026-09-26 (35%, 32.0d).
Severity: 30% of this company’s 322 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In September 2023, 95% of 21 one-to-three-star reviews were 1★; in February 2025, 77% of 13.
Counted from September 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.8 days between the experience and publishing their negative review (289 reviews record both dates).
What their policy promises
refund window: 30 days — meanwhile 22 reviewers in our census window reported refund delays.
“We provide 30 days returns to ensure that you are totally satisfied with your order.”
refund window: 30 days — meanwhile 22 reviewers in our census window reported refund delays.
“Fohen Free 30 Day Returns”
refund window: £20 — meanwhile 22 reviewers in our census window reported refund delays.
“A fee of £20 will be applied to cover returns and insurance.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-27.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 237 negative reviews that received a public reply, the median wait was 5.9 days — the company profile reports an average of 32 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 237 company replies to negative reviews analysed, 37% engaged with the specific problem and 57% were generic templates.
Review provenance: 88 company-invited reviews in the recent window average 4.82★, while 25 organic (uninvited) reviews average 1.84★.
20% of its 82 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 52% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 108 of this company’s 1,677 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about Fohen?
Faulty product
166 reports · 52% of complaintsrising since 2024-08“After the new filter was installed my tap has failed and is now useless.”
4 readers marked this review helpful on Trustpilot.
“My boiler packed in when I only had it under 3 years...out of warranty.”
The company replied on 2025-07-02: “As you may be aware, Fohen has recently been bought by another company. As the new owners of Fohen we believe in doing our utmost to solve any customer problems. Indeed, our whole approach is to go…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“Lied to by telling me they respond to emails in a few days”
3 readers marked this review helpful on Trustpilot.
Support unhelpful
112 reports · 35% of complaintsrising since 2024-08“After the new filter was installed my tap has failed and is now useless.”
4 readers marked this review helpful on Trustpilot.
“My boiler packed in when I only had it under 3 years...out of warranty.”
The company replied on 2025-07-02: “As you may be aware, Fohen has recently been bought by another company. As the new owners of Fohen we believe in doing our utmost to solve any customer problems. Indeed, our whole approach is to go…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“Your warranty only includes parts not labour.”
3 readers marked this review helpful on Trustpilot.
Support unreachable
107 reports · 33% of complaintssteady“I have asked to return it all - and simply been ignored for 3 days.”
2 readers marked this review helpful on Trustpilot.
“No response at all. I have sent 2 follow up emails with no response more than 2 weeks later.”
The company replied on 2025-02-24: “Hey Lex, We’re so sorry to hear about your experience and truly appreciate your feedback. We understand how frustrating this must have been. We’ve investigated the issue and are taking steps to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“still don’t have any resolution. Enough though it was under warranty.”
The company replied on 2024-12-05: “Hi, Thank you for your feedback. We're are so sorry to hear this and would love to put this right for you. Would you please be able to contact us at [email protected] and we will be more than happy…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Warranty disputes
38 reports · 12% of complaintsrising since 2024-08“Your warranty only includes parts not labour.”
3 readers marked this review helpful on Trustpilot.
“they said it was a boiler issue and was now out of warranty so not covered”
2 readers marked this review helpful on Trustpilot.
“No response at all. I have sent 2 follow up emails with no response more than 2 weeks later.”
The company replied on 2025-02-24: “Hey Lex, We’re so sorry to hear about your experience and truly appreciate your feedback. We understand how frustrating this must have been. We’ve investigated the issue and are taking steps to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Delivery late
24 reports · 8% of complaintsfalling“now month on and i'm still waiting.”
The company replied on 2025-01-30: “Hi Rachael, I am so sorry this has not been ooked into yet, a memeber of our team will be in contact with you today about this matter. Kind regards Katie Fohen Support”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“due to supply chain issues, we are unable to fulfil your order”
The company replied on 2024-12-31: “Hi B Singh, Thank you for your feedback. We're so sorry that you have not received your order and for the inconvenience this has caused you. Please be assured that this will be addressed to ensure…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“turnaround time to fit equipment after purchasing and paying for the job to be done is far too long”
The company replied on 2023-04-14: “Hi Paul, Thanks for taking the time to leave our third party installation team a review. We're sorry to hear your experience wasn't so positive. Best regards, Grace”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Refunds delayed
22 reports · 7% of complaintssteady“had to wait at least six more weeks to get a refund for the return felt like I was just being run around”
The company replied on 2025-02-04: “Hi Marie, Thank you for the feedback. We are sorry for the experience that you have had on this occasion. Please be assured that this will be highlighted to ensure this does not happen again. Many…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Customer service is nonexistent. The company is ignoring my emails.”
The company replied on 2025-10-13: “Hi Aimee, We are very sorry that your experience with us wasn't a positive one. On this occasions it wasn't our fault and now have received confirmation from DPD that they have accepted…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I’ve been chasing the refund for a good month now to no avail”
The company replied on 2025-01-21: “Hello, Thank you for your feedback. We are so sorry that you have not your refund. Would you please email us at [email protected] and we will be more than happy to assist with your refund. Many…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Compare Fohen with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.