Our Commitment to You
At Loft Restore, we are committed to providing exceptional loft insulation removal and installation services. We value your feedback and take all complaints seriously. This page outlines our comprehensive complaints procedure to ensure your concerns are addressed promptly and fairly.
When to Use This Complaints Procedure
You should use this procedure if you have concerns about:
- Loft Insulation Removal Service: Quality of work, damage to property, safety concerns, or service delivery issues
- Loft Insulation Installation Service: Poor installation quality, materials used, completion timeframes, or workmanship
- Customer Service: Communication issues, appointment scheduling, or staff conduct
- Billing & Pricing: Unexpected charges, pricing discrepancies, or payment issues
Complaints Procedure
Initial Contact
Contact us immediately if you have any concerns. Most issues can be resolved quickly through direct communication with our customer service team.
24h
We aim to acknowledge your complaint within 24 hours
Formal Complaint Submission
If your concern cannot be resolved through initial contact, submit a formal complaint using the secure form below. You'll need your customer login credentials to access the form.
48h
Formal investigation begins within 48 hours
Investigation Process
Our customer resolution team will thoroughly investigate your complaint, which may include:
- Reviewing job records and documentation
- Conducting site visits if necessary
- Consulting with technical experts
- Interviewing relevant staff members
7d
Investigation typically completed within 7 working days
Resolution & Response
We will provide you with a detailed written response including our findings, any corrective actions taken, and compensation if applicable.
10d
Final response provided within 10 working days
Follow-up & Escalation
If you're not satisfied with our response, you can request escalation to our senior management team or seek independent arbitration through relevant trade associations.
Emergency Contact Information
Submit Formal Complaint
How to Submit Your Complaint
For the fastest response to your complaint, please contact us directly through our contact form or by phone. Our customer service team is ready to assist you and will ensure your concern is addressed promptly.
Contact Us for Immediate Assistance:
-
Online:
Use our Contact Form
- Available 24/7 for your convenience
-
Phone:
07446 695 686
- Mon-Fri: 8am-6pm, Sat: 8am-4pm
-
Response Time:
We aim to acknowledge all complaints within 24 hours
What Happens Next?
✓
Immediate Acknowledgment: You'll receive an email confirmation with your complaint reference number
📋
Assignment: Your complaint will be assigned to a dedicated resolution specialist
🔍
Investigation: We'll thoroughly investigate your complaint and may contact you for additional information
📞
Updates: You'll receive regular updates via email and phone on the progress of your complaint
✅
Resolution: We'll provide a detailed response with our findings and any corrective actions
Our Quality Guarantee
We stand behind our work with comprehensive guarantees:
- Workmanship Guarantee: 5-year guarantee on all installation work
- Materials Guarantee: Manufacturer warranties on all insulation materials
- Satisfaction Guarantee: We're not satisfied until you are
- Professional Standards: All work carried out by qualified, insured professionals