Complaints Procedure

At Arctic Insulation, we strive to deliver exceptional service on every project. However, we understand that sometimes things don't go as planned.

If you're unhappy with any aspect of our service, we want to hear from you. We're committed to:

• Listening to your concerns with respect and understanding
• Investigating all complaints thoroughly and impartially
• Resolving issues quickly and fairly
• Learning from feedback to improve our services

You can raise a complaint with us in the following ways:

Please provide as much detail as possible, including:

• Your name and contact details
• Your address and job reference number (if applicable)
• A clear description of the issue
• Dates and times relevant to your complaint
• Any supporting evidence (photos, documents, etc.)
• What you would like us to do to resolve the issue

If you're not happy with our response, you can:

• Request an escalation to a director-level review
• Contact our industry trade bodies or ombudsman services if applicable
• Seek independent advice from Citizens Advice or Trading Standards

To ensure we can investigate effectively, complaints should be raised:

• Within 6 months of the work being completed
• Within 3 months of becoming aware of an issue

We may consider complaints outside these periods on a case-by-case basis, depending on the circumstances.