Heat Pump Installation Complaint – Fault Report, Remediation, and Cost Log | Word/PDF/Excel

Is the heat pump not working after installation, or do you suspect an installation error? This document package helps you as a consumer document a specific deficiency in the workmanship, make a written complaint to the installation company, request technical documentation, and follow up on any rectification. You get five different work letters, two user guides, and an Excel register – tailored to Swedish consumer law.

Suitable for you who have had a company install a heat pump in your home and need a structured case file. It is not a warranty certificate for the heat pump itself, not a form for commercial installations between companies, and not an automatic claim for damages.

Which complaint letter do you need?

Example A – suspected installation error: There is a documented installation problem, for example, a leak or incorrect connection. Choose letter 01 and distinguish between your own observations and an expert's conclusions.

Example B – the cause is unknown: The heat pump is not functioning as expected, but it is unclear whether the cause is the product itself, the installation, or something else. Use letter 02 to request concrete investigation documentation, not to establish liability without evidence.

Example C – the installer has responded but is not rectifying the error: Use letter 03 to request a reasonable schedule. If payment and invoice lines also need to be reviewed, use letter 04 separately. Assess letter 05 only when the legal prerequisites and cost documentation are in place.

File list – all documents and formats

The Excel register: nine tabs

START · Installations · Error log · Evidence · Contacts · Actions · Costs · Overview · READ ME. The files contain clear columns for contract number, discovery date, complaint date, technical observations, evidence references, actual actions, and itemized cost items.

Excel can calculate the number of calendar days between a registered discovery date and an actual complaint date. It is not an automatic assessment of the complaint deadline. A separate formula shows the arithmetic difference between stated claims and actually approved amounts, but does not create a right to money. Empty customer registers show zero in the overview. No fictional customer data or macros are included.

How to complain about a heat pump installation – six steps

1. Check the contract. Identify who performed the installation service, the installation date, and whether the objection concerns the work or the product.
2. Document. Describe errors, observations, photos, technical reports, and the date the error was discovered.
3. Complain. Use letter 01 and send it through the company's specified contact channel. Save a copy and proof of transmission.
4. Request clarification and rectification. Use letter 02 or 03. Let a qualified professional handle electricity, refrigerants, and pressurized components.
5. Check costs. If necessary, request an itemized billing with letter 04. Test partial payment and potential price reduction separately.
6. Follow up. Document actual responses and actions in Excel. If the dispute remains, check if ARN can review the case.

Legal information – what rights do you have?

Consumer Services Act (1985:716) applies, among other things, when a company performs work for a consumer on a building or property (§ 1). According to § 16, a defect in the service may give the right to remedies. The consumer must complain within a reasonable time from when the defect was noticed or should have been noticed; within two months from discovery is always in time according to § 17. For certain works on buildings or immovable property, an ultimate complaint deadline of ten years after completion of the assignment applies, but the type of work and the special circumstances need to be checked.

According to § 20, under certain circumstances, the consumer may demand free rectification within a reasonable time. According to §§ 21–22, there are rules on price reductions and, under more limited circumstances, rescission. The fact that you send a letter does not mean that the company is immediately obliged to refund the full price or that you automatically get to hire someone else at its expense.

According to § 19, under certain circumstances, the consumer may withhold as much payment as is necessary as security for a claim due to a defect; it is not always the entire invoice. According to § 40, the consumer may request an itemized billing. A potential claim for damages according to §§ 31–32 must be assessed based on the special circumstances and substantiated.

The Swedish Consumer Agency's guidance on complaining about tradesmen provides practical advice on evidence and the possibility of having the error rectified. ARN's housing department can, under certain circumstances, review disputes about, among other things, the installation of heat pumps. Check the current value limit and application deadline at ARN. No wording in the package replaces that check.

Frequently Asked Questions

How do I complain about an incorrect heat pump installation?

Check who performed the work, document concrete errors and dates, send a written complaint to the installation company, and save proof of the contact. Choose document 01 as a starting point.

Can I complain about an installation after several years?

For certain works on buildings or immovable property, the ultimate deadline may be ten years, but you must also complain within a reasonable time after the error was discovered. Section 17 of the Consumer Services Act contains both rules.

Can I withhold the entire invoice?

Not automatically. According to § 19, the part that may be withheld shall be limited to what is necessary as security for claims due to defects, after a concrete assessment.

Do I always have the right to a new heat pump?

No. A defect in a purchased product and a defect in the installation work may have different counterparties and legal rules. The package primarily concerns the installation work.

Does Excel calculate how much damages I should get?

No. Excel registers actual amounts and shows arithmetic differences. The legally entitled amount must be assessed separately.

Are the work letters also in English?

No. Five work letters and one guide are in Swedish. A separate English guide explains how the Swedish documents are used.

Can I write directly in the PDF files?

No. The searchable PDF files are intended for reading and printing. Use the editable Word files to fill in information.

Related templates

For ongoing operation and maintenance, see The heat pump's service journal and maintenance register. If you need a broader consumer letter that can also concern other goods or services, there is Complaint letter for goods and services. These complement, but do not replace, the installation package's special error, action, and cost registers.

Sources, edition, and transparency

Riksdagen – Consumer Services Act (1985:716) · Swedish Consumer Agency – Complaining about tradesmen · ARN – Housing.

Version 1.0. AI-assisted legal source check performed 2026-11-07. No independent lawyer has reviewed the product; no authority has certified it. Check current law, contracts, and facts before use. The digital ZIP customer file is not linked to Shopify until the user chooses to activate the delivery.