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The Cavity Insulation Guarantee Agency (CIGA) has opened a review of the way that they, and their registered members, handle consumer complaints.

CIGA would like to hear your opinions on this and have set a deadline of 18 September 2015, for responses.

The review has been launched to find out what consumers and stakeholders think about some important issues:

• how well consumer complaints about cavity wall insulation are handled by CIGA and its member installers now;
• whether the improvements CIGA has announced in 2015 are sufficient to address stakeholder concerns; and
• what more can be done by CIGA and its member installers to ensure that consumer complaints about cavity wall insulation are dealt with effectively and fairly in future.

The review asks for views on:

• the information available on how to make a complaint about cavity wall insulation;
• response times;
• the process for resolving disputes;
• compliance with the ADR directive;
• adequacy of redress offered;
• whether the customer journey is clear and simple enough;
• whether the support available for vulnerable consumers with complaints is adequate;
• the adequacy of measures to prevent complaints from arising; and
• whether CIGA can improve its transparency further

For more information, and details of how to submit your comments, visit:
http://www.ciga.co.uk/consumer-champion-review/