Complaints Procedure

Last updated: 17 October 2026.

How to raise a complaint

Please contact us as soon as you can by email at hello@theinsulationcompany.co.uk, by phone on 0800 229 4668 (Monday to Saturday, 8am to 6pm), or by post to our registered office (32 Sherborne Road, Basingstoke, United Kingdom, RG21 5TQ). 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. Where a survey or return visit is needed, we will arrange one. 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.

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 several 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 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).