The Edinburgh Boiler Company: most-reported complaints
Automated analysis of 265 public Trustpilot reviews published 2018-09-30 to 2026-09-02. TrustScore 4.9 from 2,834 total reviews — see the Trustpilot page. Quick answer: is The Edinburgh Boiler Company legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report unhelpful support, accounting for 44% of the 46 identified complaints. Issues with faulty products and poor core service each represent 24% of complaints, with the latter showing a rising trend. Missed appointments are also cited, making up 20% of complaints and showing a rising trend. The analysis covers 265 reviews from September 2018 to September 2026.
How to reach The Edinburgh Boiler Company
These are the contact details The Edinburgh Boiler Company publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01315108500, email [email protected], address 29/2 Hardengreen Industrial Estate, Dalkeith, EH22 3NX, GB.
The company claimed its Trustpilot profile on 2017-02-10, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-06. Trustpilot ranks it 9 of 47 in Gas Installation Service. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 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. Recent thread titles: “E: 19/04 Win a new gas boiler with installation (EH, FK, KY postcodes only)”.
Elsewhere: 4.8★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. 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: 2026-08-12 (83%, 9.4d) · 2026-08-15 (83%, 9.4d) · 2026-08-18 (83%, 9.4d) · 2026-08-21 (83%, 9.4d) · 2026-08-24 (83%, 9.4d) · 2026-08-27 (83%, 9.4d) · 2026-08-30 (83%, 9.4d) · 2026-09-02 (83%, 9.4d) · 2026-09-08 (83%, 9.4d) · 2026-09-12 (83%, 9.4d) · 2026-09-15 (83%, 9.4d) · 2026-09-18 (83%, 9.4d) · 2026-09-21 (83%, 9.4d) · 2026-09-24 (83%, 9.4d).
Severity: 43% of this company’s 46 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 9.4 days between the experience and publishing their negative review (28 reviews record both dates).
What their policy promises
guarantee: parts and labor with a £0 excess
“Our guarantee does not cover a replacement boiler, only parts and labor with a £0 excess.”
cancellation method: email
“In writing also applies to email correspondence, to which the customer can email [email protected]”
cancellation method: 28 days notice
“28 days notice in writing is required for any cancellation by either side.”
cancellation method: no cancellation fees
“Customers who do not wish to continue with their cover plans due to the inflation-adjusted prices have the right to cancel their plans without incurring any cancellation fees.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
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.
Reply quality: of 23 company replies to negative reviews analysed, 39% engaged with the specific problem and 43% were generic templates.
Review provenance: 102 company-invited reviews in the recent window average 4.95★, while 147 organic (uninvited) reviews average 4.80★.
15% of its 233 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: support unhelpful makes up 44% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 355 of this company’s 2,834 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about The Edinburgh Boiler Company?
Support unhelpful
20 reports · 44% of complaintssteady“Cancelled first appointment by email no phone call or voicemail was received.”
4 readers marked this review helpful on Trustpilot.
“3 days after new boiler installed it started to leak”
3 readers marked this review helpful on Trustpilot.
“Still no heating or improvement in the hot water situation so another part was ordered and fitted with the same result.”
2 readers marked this review helpful on Trustpilot.
Faulty product
11 reports · 24% of complaintssteady“3 days after new boiler installed it started to leak”
3 readers marked this review helpful on Trustpilot.
“Took 5 months to get it working”
1 reader marked this review helpful on Trustpilot.
“I had two water leaks within kitchen during installation.”
1 reader marked this review helpful on Trustpilot.
Poor core service
11 reports · 24% of complaintsrising since 2024-06“Still no heating or improvement in the hot water situation so another part was ordered and fitted with the same result.”
2 readers marked this review helpful on Trustpilot.
“almost every job required multiple visits to sort / rectify”
1 reader marked this review helpful on Trustpilot.
“I had two water leaks within kitchen during installation.”
1 reader marked this review helpful on Trustpilot.
Missed appointments
9 reports · 20% of complaintsrising since 2024-06“Cancelled first appointment by email no phone call or voicemail was received.”
4 readers marked this review helpful on Trustpilot.
“Took 5 months to get it working”
1 reader marked this review helpful on Trustpilot.
“They accidentally flooded our dining room”
The company replied on 2026-08-06: “Hello Nick, First of all I would like to apologise for the issues you had during your install. We would like to make this right for you and hopefully change your experience with us. Can you provide…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
5 reports · 11% of complaintsrising since 2024-06“charging £1,000 for one days work for fitting a replacement boiler”
1 reader marked this review helpful on Trustpilot.
“That means that the boiler is £233.60 or 8.5% more expensive than the price you advertised online.”
1 reader marked this review helpful on Trustpilot.
“I've emailed 3 times and called twice with the answer always being that someone will get back to me.”
The company replied on 2025-03-04: “Hi Ian, Thank you for your feedback! Are you able to provide us more information, so this can be looked into properly by management. We aim to respond quickly and efficiently to any of our customers…”
Our classifier read this reply as a template response.
Overcharging
4 reports · 9% of complaintsfalling“they still charge me almost £100 excess this poor service?!!”
2 readers marked this review helpful on Trustpilot.
“send one more quote: £2,448.00 ….. asked us to cancel the order.”
1 reader marked this review helpful on Trustpilot.
“charging £1,000 for one days work for fitting a replacement boiler”
1 reader marked this review helpful on Trustpilot.
Compare The Edinburgh Boiler Company 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 2026-09-07.