Customer Charter

Insulex Customer Charter 

Our Customer Charter outlines our commitment to you, our valued clients and outlines what you can expect when entrusting us with your project.

At Insulex ®, we are dedicated to providing you with exceptional service, and a seamless, enjoyable experience as we transform your house into an energy-efficient, warm, cosy home.

We are guided by our core values of integrity, respect, innovation, inclusion and excellence, and these are the principles that shape our interactions with you.

Our Customer Charter serves as our promise to you, ensuring that your needs are met with care, professionalism, and expertise every step of the way.

Our Commitment to You
We strive to deliver the highest standards of service and quality assurance.

This includes:

  • Addressing your enquiry promptly
  • Be as helpful as we can
  • Timely Communication
  • Professional and knowledgeable staff
  • Friendly and courteous engagement
  • Quality Assurance
  • Continuous improvement of our processes
  • Adherence to industry standards and best practices
  • Delivering clear, accurate, and timely information about our products and services
  • Staying up to date with industry trends and innovation

Protecting Customer Data and Privacy:
We are committed to safeguarding your personal information.
Our privacy policy [insulex.ie/privacy-policy] details how we collect, use, and protect your data.

Our Availability
We aim to be as available as possible to you. You can reach us by phone, text, email, or social media during the hours of 9.00 am to 5.00 pm Monday to Friday. We endeavour to respond to you within 48 hours.

Feedback and Complaints and Commitment to Ongoing Improvement:
We are dedicated to continually improving our services. Your feedback is vital in helping us achieve this.  In the event of any issues/complaints; please contact us on the email below.
[info[at]insulex.ie]

Resolution
Sometimes a simple phone conversation or email can resolve the issue. However, If this is not possible and the issue warrants further investigation, we will acknowledge this by email within 5 working days of receipt and outline the pathway to resolution.

How You Can Help Us
Please provide accurate and complete information to help us serve you better.
We ask that you treat our staff with courtesy and respect. We are here to help you.

Thank you for trusting us with your Home Energy Upgrades Project.

Insulex ® is a registered trade mark of Kilgobbin Castle Holdings Ltd t/a Insulex.