Complaints Procedure

How to raise a complaint with Compare Insulation

Sales Fuel Ltd takes every complaint seriously and aims to resolve them in the quickest time frame possible.

How to complain

These are the steps we will take:

1. We will acknowledge your complaint

   We will acknowledge your complaint on receipt.

2. We will investigate your complaint

   Our team will always investigate your complaint. We will be as thorough as possible in order to handle your complaint as quickly as possible. We may telephone you if we require any additional information.

3. Resolve your complaint

   Our team will analyse the facts and come to a conclusion that takes full account of these. We will endeavour to respond within 3 business working days, depending on the complexities of your case. If we are unable to respond within that time, we will write to you to keep you informed, stating the reasons for the delay and a proposed date by which we will respond.

4. Giving you a decision

   Our team will write to you with a full account of our investigation and of our decision — whether that is, for example, a payment to make up for any loss incurred, or a statement of why we believe your concerns are unfounded. Following the completion of our investigation, you will be given a period of 4 weeks to respond to our final response. After this period your complaint will be considered resolved if we hear nothing from you.