Abusive behaviour policy

The Insulation Hub Team and management takes customer service very seriously, we aim to provide an exceptional service to all our customers. We are available to contact via a range of methods, email, online chat or telephone. We also provide a number of outsourced platforms and social media outlets for you to contact us and view the latest information. 
You may choose to contact us via any of the methods above, each enquiry is treated with utmost importance, we understand that your discussion/enquiry is important to you and we make important to you us.
We value each and every customer as we do our employees, therefore to protect our team we need to ensure their personal safety and wellbeing is never compromised. We will do our best to deal with the matter you want to discuss to your satisfaction, but we cannot accept or tolerate any behaviour directed towards any person that contains:
  • Offensive language
  • Aggressive or threatening behaviour
  • Racist, sexist or homophobic language
  • Any form of discrimination

If any behaviour is deemed to be unacceptable or a member of our team is made to feel uncomfortable, threatened or discriminated the following actions will be taken:

  • We will give people the opportunity to address unacceptable behaviour
  • If it continues we may decide to terminate the telephone call
  • We may decide we are no longer prepared to communicate directly with someone over the telephone and require all future communication to be in writing, where a member of management will receive the copies of the conversation.
  • We may cancel the order and refund the money
  • We may refuse any further dealings in the future

We do not tolerate defamatory behaviour towards the employees or our people on these websites. Content that we believe to be abusive or unsuitable may be escalated for further action, which may include contacting the author, reporting it to the relevant company and/or taking legal action.

COVID-19 Notice

During these trying times, we understand the frustration of our customers and suppliers, however, our team is working round the clock and we aim to provide a smooth and unaffected service, however now more than ever we are dealing with situations which may find you with some delays or substitutions with your order. We will do our best to update each and every customer on the status of their order. We hope you understand the circumstances we are dealing with during this time.

Please read more here.