Complaints Procedure

Last updated: 22 October 2026.

How to raise a complaint

Please contact us as soon as you can by email at info@energyinsulation.co.uk. Tell us your name, the best way to reach you, the address of the property, and what has gone wrong, with any relevant details or photographs.

What happens next

We will acknowledge your complaint within 5 working days and tell you who is dealing with it. We aim to give you a full response within 14 days of acknowledging your complaint; if it will take longer, we will explain why and keep you updated.

Problems with work we have done

If something is wrong with work we carried out, tell us as soon as you notice it. We may need to come back and look at the loft, and where the work is not right we will put it right. Any guarantee that applies is the one set out in your written quotation.

If you remain unhappy

If we cannot resolve your complaint, we will write to you setting out our final position. You can get free, impartial advice about your options, including how to take the matter further, from Citizens Advice (citizensadvice.org.uk, 0808 223 1133; Advice Direct Scotland in Scotland).