Frequently asked questions

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Useful documentation

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Useful documentation

Service Rules (Apr 2025)

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Summary Rules

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Guidance for Arbitration

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How to complain to your provider

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How to make an effective claim to CEDR

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Service Rules (April 2022)

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How we help you make a complaint

How we do it

This Scheme uses Arbitration to resolve disputes. Arbitration is a formal, legally binding process where the dispute is resolved by the decision of a nominated third party called an arbitrator. Once the arbitrator issues their award it is legally binding under the Arbitration Act of 1996 and can only be appealed in the courts on very limited grounds.

  • The process is conducted entirely in writing.
  • Both parties will see all the evidence submitted by the other.
  • The arbitrators award is confidential between the parties.

Application Form

Application forms can be requested from CIGA or the IAA.

CIGA | Cavity Insulation Guarantee Agency

The Installation Assurance Authority: The IAA

Complaint information

  • You can contact CIGA by email below, by using the form on the CIGA website or by writing to CIGA at CIGA House, Vimy Court, Vimy Road, Leighton Buzzard, Beds, LU7 1FG.

CIGA email: concerns@ciga.co.uk

  • CIGA will investigate your complaint and decide what needs to be done to resolve it. This may include carrying out an inspection of your property, which will be at no cost to you.
  • If CIGA carry out an inspection of your property they will send you a copy of the report.
  • If it is necessary CIGA will ensure that any remedial work required is carried out free of charge in accordance with the terms of the Guarantee up to a maximum value of £20,000 per property.

Complaints about CEDR

What if I have a complaint about CEDR?

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below.

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

The steps you must take before submitting a complaint

Contact the company
1

Contact the company

Raise your complaint with the installer in the first instance. The name of the installer will be on the guarantee and contact details for all the installers currently in membership of CIGA can be found below under companies covered. The installer will contact you to arrange to investigate and promptly rectify any defects and should report to CIGA/IAA within 2 months.

Get in touch
2

Get in touch with CIGA/IAA

If the company is not able to resolve your dispute to your satisfaction within 8 weeks then you can contact CIGA/IAA setting out the problem and the steps you have taken to resolve the matter.

Get touch CEDR
3

Refer to CEDR for arbitration

If you are not happy with the response you receive from CIGA/IAA, the Guarantee provides that any dispute between you and CIGA can be referred to arbitration by CEDR. The arbitrators decision will be final and legally binding on all parties.

Make a complaint
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Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

  • Fast, and cost effective solutions
  • Provided at a sustainable cost
Find Out More