How to Report a Concern
CIGA has recently reviewed its timelines to reflect the real time constraints from the perspective of consumers and third parties when handling customer concerns.
In order to reflect the additional measures and technologies that CIGA now certify and guarantee, it has been necessary for this to be reflected in the timelines that we publish.
Whilst CIGA will continue to strive to deal with consumer concerns as quickly as possible, it is important to reflect timeframes which are realistic to homeowners and reflect the availability of our procurement framework contractors whilst recognising within the journey the typical time taken for consumers and third-party contractors to respond. CIGA is committed to continuing to ensure consumer concerns are dealt with in the most timely manner and within the terms of the guarantee.
How to report a concern
It is very rare that a problem is identified with cavity wall insulation that we have guaranteed. However when a problem is reported to us the Guarantee provides Guarantee holders with important rights to help to resolve any problems. We will investigate the matter fully, professionally, and promptly. If the problem needs to be dealt with by the company who installed the installation then we will ensure that they also do this. If we decide that there is a defect with the cavity wall insulation, or the way that it has been installed then any remedial work is carried out free of charge in accordance with the terms of the Guarantee.
Download the Customer Journey Map
The procedure for dealing with concerns:
Step 1 – Contact the installer
- Contact the installer who undertook the installation as soon as possible. The name of the installer will be on the guarantee and contact details for all the installers currently registered with CIGA can be found here.
- The installer will contact you within 24 hours to arrange to investigate and promptly rectify any defects.
- If you start by first making your complaint to CIGA we will refer it to the relevant installer if they are still in business. We will let you know that we have done this and we will check with you after 2 months whether you have had a satisfactory response to your complaint.
- If the installer is not able to resolve your problem to your satisfaction within 41 working days then you can contact CIGA setting out the problem and the steps you have taken so far to resolve the matter. You can contact us by using the online form. Alternatively you can contact us in writing or by telephone
If the installer is no longer in business CIGA will be responsible for responding to your complaint, go to Step 2.
Step 2 – Contact CIGA
If the problem is one that CIGA is responsible for resolving, for example because the company who installed the cavity wall insulation is no longer in business then contact CIGA giving as much information about the problem as you can. We have provided an online form to help you to register your concern with us quickly, and it is really helpful to us if you use that. However, you can also write to us and email us. You do not need to send us a copy of your Guarantee, or the Guarantee reference number. We simply need the property address and postcode to search our Guarantee database. You can find further advice on how to report your concern here
When we receive your concern we will:
- Acknowledge your concern within 2 working days of you contacting us.
- Get in touch with you to arrange an inspection of your property within 5 working days of your contact.
- Carry out an inspection of your property and provide you with a written report of our findings, decisions and any recommendations for works that need to be carried out at your property to resolve the problem within 27 working days/4 weeks of you contacting us.
- When we send you our inspection report and recommendations we will make it clear what you can do if you are unhappy with our decision.
- If we think that we need to carry out any remedial work to your property then the whole process, including completing any remedial work, should not take more than 50 working days if the case is simple or straightforward, or 90 working days in more complex cases. We explain what we mean by ‘simple’ and ‘complex’ cases below. Our inspection report and recommendations will say clearly whether we think the case is a simple or complex matter.
- If you do not agree with our decision you can refer any disputes to independent arbitration.
We aim to provide 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, email [email protected]
What is a Simple Case?
By way of definition and following an inspection, only a minimal rectification works have been identified i.e. Refill of void areas only and no decorative works/drying out period etc. We expect a claim of this nature to be resolved within 50 working days of the concern being submitted.
What is a Complex Case?
By way of definition and following an inspection, significant rectification works have been identified i.e. total cavity clearance with drying out period for subsequent decorative works; appointment of specialist to assess before further action; blocks of flats etc. We expect a nature of claim to be resolved within 90 working days of the concern being submitted.
CIGA’s performance standards for concerns
1. Acknowledge concern [or refer a concern to an installer] – Within 2 working days of receipt of concern
2. Contact the homeowner to arrange an inspection visit – Within 5 working days of receipt of concern
3. Send our inspection report and our proposed scope of any rectification works we think are required to the customer – Within 27 working days of receipt of concern
4. Obtain quotes for any rectification works – Within 2 working days of receiving acceptance/agreement from the customer
5. Complete any rectification works in simple cases – Within 50 working days of receipt of the concern
6. Complete any rectification works in complex cases – Within 90 working days of receipt of the concern
7. Respond to you if you reject our proposed resolution – Within 5 working days of receiving a communication from the customer rejecting our proposed resolution.
8. Implement any arbitration award – Within 5 working days of receiving the decision of the arbitrator
Step 3 – Disputes
If you are not happy with the final decision you receive from the installer or CIGA the Guarantee provides that any dispute between you and CIGA can be referred to an independent arbitrator, whose decision will be final and legally binding on both parties.
Independent Arbitration is available under a dedicated scheme operated by the Centre for Effective Dispute Resolution (CEDR). An independent Dispute Resolution Body approved by the Chartered Trading Standards Institute. Independent arbitration – Dispute process