Complaints

Last updated: 9 July 2026

If something has gone wrong

We’d rather hear about it than not. If any part of your plan or a repair hasn’t lived up to what we promised, tell us and we’ll put it right.

How to complain

• By phone: 0808 155 2905 (9am–5pm, Monday to Friday) — say you’d like to make a complaint and the person you speak to will record it formally.
• By email: info@protectyourigloo.co.uk with “Complaint” in the subject line. Include your plan reference (it starts IGL-) if you have it.
• By post: Complaints, IGLOO DIRECT LTD, Ground & Lower Ground Floor, 9 St Georges Place, Brighton, BN1 4GB.

What happens next

• We’ll acknowledge your complaint within 2 working days and it is logged against your plan from that moment, so everyone you speak to knows about it.
• We aim to resolve most complaints within 10 working days. If we need longer — for example, waiting on a manufacturer or an engineer’s report — we’ll tell you why and keep you updated.
• When we respond, we’ll explain what we found, what we’re doing about it, and anything we’re changing so it doesn’t happen again.

If you’re not satisfied

If you don’t feel our final response resolves things, you can ask for it to be reviewed by a manager. The Plan is a service contract (not an insurance product), so you also have the consumer rights described in our Terms & Conditions, and you can seek independent advice from Citizens Advice (citizensadvice.org.uk, 0800 144 8848). Nothing in this process affects your statutory rights.

Payments are made by Direct Debit and protected by the Direct Debit Guarantee — if a payment is ever taken in error, your bank can give an immediate refund.