Complaints Policy

Policy Statement

The Loft Insulation Experts is committed to delivering high standards of workmanship, customer care, and professionalism. We recognise, however, that there may be occasions where our customers feel dissatisfied with an aspect of our service. This policy outlines how complaints can be raised and how they will be handled.

How to Submit a Complaint

All complaints must be submitted in writing and can be made using one of the following methods:

By email:
info@theloftinsulationexperts.co.uk

Please include your full name, address, contact details, a clear description of the complaint, and any relevant supporting evidence such as photographs or documents.

By post:
The Loft Insulation Experts
6 De Grey Square
De Grey Road
Colchester
Essex
CO4 5YQ

Complaint Handling Process

Upon receipt of your complaint, The Loft Insulation Experts will acknowledge it in writing where possible.

The company reserves the right to allow up to 28 working days from the date of receipt to fully investigate the matter.

During this period, we may carry out internal reviews, request additional information, arrange inspections, or contact third parties where necessary to ensure a fair and thorough assessment.

Once the investigation is complete, we will provide a written response outlining our findings and, where appropriate, any proposed resolution or remedial action.

Our Commitment

The Loft Insulation Experts aims to resolve complaints fairly, transparently, and as promptly as possible. Raising a complaint will not affect your statutory rights, and we encourage customers to contact us as soon as an issue arises so that it can be addressed efficiently.