complaints policy

igloo Regeneration Complaints Handling Procedure

Your home is a bespoke, hand-made product, and whilst all reasonable endeavours are made to deliver a defect-free home there may be a requirement for remedial and repair works and replacement of defective items after you have purchased the home. Igloo will provide a Customer Services operation to deal with these items, details of this can be found within your Home User Guide.

If you believe the Customer Services response is inadequate, we have failed to do something that we should have done, something has been done badly or that we have treated you unfairly or discourteously then your initial complaints should be made formally to the Customer Care team at igloo, at the e mail address detailed below.

Informal complaints:

If you are able to resolve any issue informally with the igloo Customer Care team and are happy with the outcome, then you need not use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.

igloo Formal Complaints Policy

igloo is committed to providing customers with a high standard of products and service, so please let us know if you feel we have fallen short of this.

This policy will help you to:-

• Issue a complaint
• Ensure it is addressed in a reasonable and timely manner
• Ensure you are satisfied with our response

‍

 How to Issue a complaint

You can issue a formal complaint by sending an e-mail or letter to:

customercare@igloo.uk.net

igloo Customer Care, igloo Regeneration Ltd, Huckletree Ancoats, The Express Building, 9 Great Ancoats Street, Manchester, M4 5AD

 Please ensure you provide the following information when making your complaint:- 

• Your full name
• Your contact details including email and telephone number
• Your full address and customer reference number
• The nature of your complaint – please try to give as much detail as possible.

‍What happens next?

• We will write to you within a 5-day period of the complaint initiation date* to acknowledge receipt of your complaint.

• After reviewing and investigating your complaint we will send you an assessment letter to set out a path to resolution, within a 10-day period of the complaint initiation date*.

We will send out full complaint assessment response no later than 30 calendar days of the complaint initiation date* assessment letter. If the complaint has been resolved, this letter will confirm what steps were taken to close the issue raised. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution. Please note complex issues may take some time but we will keep in contact and let you know where we are up to.

• In the unlikely event that the complaint is not resolved by 56 days from the complaint initiation date* we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved. 

• Closure letter – once the complaint has been closed, we will write to you to inform you of this and the reasons as to why the complaint has been closed.

 *_{The complaints initiation date( CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).}

‍

‍