Complaints Policy

At Insulation Advisor, we are committed to providing our customers with the highest level of service and satisfaction. If you have any concerns or complaints about our services, we encourage you to follow the steps outlined in this policy to help us address and resolve the issue.

1. Contact Us

If you have a complaint, please get in touch with us as soon as possible through one of the following methods:

• Email: hello@insulationadvisor.co.uk
• Phone: 0151 453 0512
• Postal Mail: Egerton House, 2 Tower Road, G5D, Birkenhead CH41 1FN
  
  

2. Providing Details

When contacting us, please provide the following information to help us better understand your concern:

• Your full name and contact information.
• A detailed description of the issue or complaint.
• Any relevant documentation or evidence.
  
  

3. Acknowledgement

We will acknowledge receipt of your complaint within 20 working days and provide you with a reference number. This will help you track the progress of your complaint.

4. Investigation

We will conduct a thorough investigation into your complaint, considering all relevant information and any supporting evidence you provide.

5. Resolution

We aim to resolve all complaints promptly and fairly. Depending on the complexity of the issue, resolution times may vary. We will keep you informed of our progress and any proposed solutions.

6. Escalation

If you are not satisfied with the resolution offered, you have the right to escalate your complaint. Please request information on our escalation process if necessary.

7. Privacy

Any personal information you provide during the complaints process will be handled in accordance with our Privacy Policy.

8. Continuous Improvement

We take all complaints seriously and view them as opportunities to improve our services. Your feedback is valuable in helping us enhance our customer experience.

9. Contact Information

If you have a complaint or need assistance, you can reach us at:

• Email: hello@insulationadvisor.co.uk
• Phone: 0151 453 0512
• Postal Mail: Egerton House, 2 Tower Road, G5D, Birkenhead CH41 1FN
  
  

10. Changes to the Policy

We may update this Complaints Policy from time to time. Any changes will be reflected on this page with a revised “Effective Date.”