Complaints Procedure

How to raise a complaint

Please contact us as soon as you can by email at hello@theinsulationcompany.co.uk or by phone on 0800 229 4668. Tell us your name, the best way to reach you, and what has gone wrong, with any relevant details or photographs.

What happens next

We will acknowledge your complaint promptly and look into it. Where a survey or a return visit is needed, we will arrange one. We aim to resolve most concerns quickly and will keep you updated on progress and any timescales.

If work was completed by a partner

Where an approved installation partner carried out your work, we will coordinate with them to resolve the issue. You do not need to chase multiple parties — contact us and we will help.

Guarantee claims

If your complaint relates to work covered by a written guarantee, we will handle it in line with the terms confirmed in your quotation. See our guarantees page for what is typically covered.

If you remain unhappy

If we cannot resolve things to your satisfaction, we will set out the options available to you, which may include independent dispute resolution depending on the circumstances of your contract.