CIGA’s Complaints Process

We are committed to providing a quality service; however, we acknowledge on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied with the service provided, then we want to know. Most complaints stem from a lack of communication or understanding of the remit of the guarantee.

We commit to responding to you promptly and to addressing your complaint with complete fairness and confidentiality.

You can contact us using the steps provided below:

  1. In the first instance you must contact our Customer Service Team on 01525 853 300 or email concerns@ciga.co.uk for assistance.
  2. Secondly, you may also request a review of your matter by CIGA’s Head of Customer Service or ultimately its Chief Executive. They can also be reached by either emailing concerns@ciga.co.uk marking for their personal attention or post to CIGA, CIGA House, 3 Vimy Court, Vimy Road, Leighton Buzzard, LU7 1FG. A response will be provided within 5 days of receipt.
  3. Finally should you remain dissatisfaction with the assessment of your claim there is the option of arbitration as a last resort as set out under the guarantee.

The Centre for Effective Dispute Resolution (CEDR) operates an ADR Directive compliant arbitration scheme covering CWI installations.

A matter can be referred to CEDR within 12 months of receiving a final response from CIGA confirming that the dispute cannot be settled by negotiation.

Whilst the majority of the costs associated with referral to the scheme are met by the installer, there is a small administrative charge of £25 plus VAT for registering a case under the scheme. Decisions are binding on the parties, and would usually be issued within 65 days of receipt of an application.

Further information on the arbitration process can be provided by our Customer Services Team contacting them using the details above.

Your feedback is important in helping us put things right, equally we would welcome your feedback on positive complaint handling experience.

email concerns@ciga.co.uk