Customer Services

In office hours, 9am to 5pm,
telephone: 0121 585 5151
to talk to our Customer Services Department.

Further down this page you will see a copy of our guarantee and it is important that you look at the guarantee initially if you have any service issues to ensure that the product you have is within the specified guarantee period.
We are proud to offer an extensive guarantee which for most products will include some guarantee against corrosion. This is particularly important in areas where water attack is common and you will see that the guarantee varies from two to five years on this.
If your product is in guarantee and you have a problem with the product, please contact our Customer Services Department initially and they will guide you through the procedure. Although the procedure may differ from case to case, it is important to ring us first to establish the routine. Usually you will be asked to contact your local merchant who supplied the product initially and we will arrange collection of the product and inspection provided it is within the guarantee period.
If we find there is anything wrong with the product due to faulty manufacturing then our guarantee really is a no quibble one and we will replace it with a like for like product.
If you are a householder it is often better to go through your installer and he will contact the merchant who provided the product in the first place.
For more detailed information, please call us on the above number.

ALBION - COMPANY GUARANTEE
This guarantee does not affect your statutory rights.

UK GUARANTEE - Copper Products
Albion’s guarantee against manufacturing defect is two years for open vented cylinders from date of manufacture and five years for Superduty, Mainsflow and Corrosion Resistant Cylinders.

If any Albion product fails within this period due to a manufacturing defect a new unit will be supplied to the merchant free of charge on a like-for-like basis. Installation costs are excluded.

The guarantee is given to direct customers i.e., the stockist, and all claims must be pursued via the stockist.

This guarantee excludes units if the fault can be attributed in whole or in part to an earlier repair carried out by somebody other than Albion, without prior authorisation, or to faulty or careless installation or use, including location or use with non-potable water.

This guarantee excludes out-sourced components (e.g., pumps, controls, hydronic valves) which are subject to the manufacturer’s own guarantee period. This is normally one year.

Claims arising from the failure of such components will be passed back to the original manufacturer.

Albion reserves the right to refuse a claim under this guarantee if the product or logbook is not readily available for inspection or there is inordinate delay in claiming following failure.

UK GUARANTEE - Stainless Products
In addition to and including the foregoing Albion’s guarantee for Stainless Unvented hot water vessels is 25 years. This guarantee includes corrosion. This guarantee is given provided that Benchmark log book is maintained, that the unit is serviced annually and that the service and installation has been carried out by appropriately approved or competent personnel using best current Code of Practice.

Stainless Unvented components, including the expansion vessel, are guaranteed for 2 years from date of purchase by the stockist.

CORROSION -Copper Products
Corrosion is recognised as a phenomenon outside any manufacturer’s control. It is not covered by guarantee. However, as a responsible manufacturer and market leader, Albion have reviewed the situation from the customer’s point of view and now make the following ex-gratia offer. This offer does not constitute acceptance of liability on the part of Albion.

Any Kitemarked or equivalent open vented Albion British Standard Specification unit which corrodes within two years of manufacture or any Superduty, Mainsflow, Corrosion Resistant Cylinder which corrodes within five years will be dealt with as follows :-