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    Customer Complaints Procedure

    Customer Complaints Procedure 

    The Insulated Panel Store is dedicated to providing excellent customer service and maintaining a healthy customer relationship. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. 

    As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints. 

    Summary: We want to resolve your complaints as soon as possible. Please call our customer service team on 0808 196 9212, and we'll do our best to fix any problems you may be having with our products or service, as soon as possible.

    Our Responsibilities: 

    • To provide an efficient, fair and structured mechanism for handling complaints. 

    • To provide our customers with access to the complaints handling process, including those customers with disabilities and additional needs. 

    • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution. 

    • Quarterly to review our complaints so that we can improve our standard of customer service. 

    Handling Your Complaint: 

    • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days. 

    • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution. 

    • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days. 

    • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. 

    • We will advise you of the outcome of your complaint. 

    If your complaint relates to your finance agreement 

    If your complaint relates to the finance linked to your purchase, you can still let us know about this, but we will forward it on to your credit provider Novuna. 

    Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks. 

    What to do if you can't reach an agreement 

    If you are not satisfied with Novuna's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna's final response letter to you. 

    They can be contacted in the following ways: 

    Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

    Telephone: 0300 123 9 123