16/04/2025, 09:58 AM by John Agnew

We are aware of a feature this morning on Rip Off Britain focusing on Installsure which will highlight two recent instances of poor customer service. While it is never easy to be the subject of such scrutiny, we fully recognise the importance of being open, honest and accountable to our customers.

We have already apologised to the customers featured in the programme. The experience they had fell short of the high standards we set for ourselves and we are truly sorry for the inconvenience and frustration caused. We have since been in direct contact with the individuals and are currently in discussions to fully resolve their claims to their satisfaction.

While this particular situation was disappointing, it has provided us with an opportunity to reflect, learn and improve. We are committed to ensuring that such a case does not happen again. Over the past few months, and in light of these incidents, we have already taken a number of steps to address the areas where we fell short.

We understand that trust is earned not by words alone, but by consistent actions and improvements over time. Our focus is now firmly on learning from this experience and using it as a catalyst for meaningful change.

The vast majority of our customers enjoy positive and reliable service from us. However, we also acknowledge that we must hold ourselves to account when we get things wrong.

We are grateful to the customers in question for their patience and for giving us the opportunity to put things right.