Mis-sold cavity wall insulation? Read this before a claims firm calls.
“Got cavity wall insulation? You could be owed thousands.” If you’ve had that call, here’s what they tend to leave out, and the routes you can use yourself, for free, before signing anything.
Where I stand
I’m not a solicitor and I don’t work with claims companies. I won’t pass your details to one, and nobody pays me when you make a claim. This page is here because the people selling claims aren’t going to write it.
“No win, no fee” didn’t mean no bill
This isn’t scaremongering. It happened, to a lot of people, quite recently.
Pure Legal, a firm in the north-west of England that ran no-win, no-fee cavity wall insulation claims, went into administration in November 2021. Former clients were then chased for legal costs. One couple from Wigan, who say they’d been told they would owe nothing if their case failed, were handed a bill of about £35,500. Around 150 former clients went on to pursue the collapsed firm to try to recover their losses.
About 5,800 of Pure Legal’s cavity wall cases were taken over by another firm, SSB Group, which itself went into administration later. The Solicitors Regulation Authority has investigated both.
Not every claims firm is like that. But it’s a good reason to read the small print, and to use the free routes first.
Sources: Law Gazette, couple faced bankruptcy, 150 ex-clients; SRA statement on SSB Group. Read October 2026.
What you can do yourself, before anyone takes a cut
If your problem is that the insulation is causing damp, the first aim is getting it fixed. These cost nothing but a stamp and some patience.
Claim on the guarantee
If it was fitted by a registered installer from 1995 on, there may be a 25-year CIGA guarantee. Remedial work is free under its terms, and CIGA only needs your address to check. You don’t need anyone to do this for you. Step by step, with a template letter »
Complain to the installer
If they’re still trading, they’re the first port of call anyway. Put it in writing, with dates and photos.
Ask Citizens Advice
If there’s no guarantee, or you think you were genuinely mis-sold, Citizens Advice can explain your consumer rights for free and point you to the right next step.
If you rent, tell your landlord
Damp and mould in a rented home is normally the landlord’s to fix. Report it in writing. If nothing happens, contact your council’s housing team.
What the phone call usually sounds like
The script varies, the shape doesn’t.
“Your insulation is failing”
They haven’t seen your wall. Nobody can tell what’s in your cavity from a list of addresses. Ask how they know. Then hang up.
“We’re from the guarantee people”
CIGA says it doesn’t make cold calls and doesn’t turn up unannounced. If someone claims to be calling on its behalf, ring CIGA yourself on 01525 853300.
“Free removal, it won’t cost you a penny”
There’s usually a claim attached, with the firm taking a share of any payout, and sometimes costs if it fails. Free is doing a lot of work in that sentence.
“You need to sign today”
You don’t. A genuine problem with your wall will still be there next week. Pressure is a sales tactic, not a deadline.
Six questions to ask any claims firm, in writing
If they won’t answer clearly, on paper, that’s your answer.
What percentage of any payout do you keep, including VAT?
Get the figure, not a range, and what it’s a percentage of.
What do I pay if the claim fails?
Ask specifically about the other side’s legal costs, your own disbursements like survey fees, and any loan or insurance taken out in your name.
Is there an insurance policy covering my costs, and who’s the insurer?
Ask for the policy document. Check what happens if the firm itself goes bust.
Who regulates you?
A solicitor’s firm should be on the SRA’s register. A claims company may be on the FCA’s. Check the register yourself rather than taking their word for it.
Will anyone remove or disturb my insulation?
If you have a CIGA guarantee, disturbing the insulation can void it. Find out before anyone drills.
Have you checked whether I have a guarantee?
If the honest answer is “no”, ask why they’re starting with a legal claim instead of a free repair.
Cavity wall insulation claims: common questions
Can I claim for cavity wall insulation myself?
If you have a CIGA guarantee, yes, directly and for free. Start with the installer, then CIGA. If you’re thinking about a legal claim for compensation, get free advice from Citizens Advice before you sign anything with anyone.
Is cavity wall insulation the new PPI?
The adverts would like you to think so. The difference is that most cavity wall problems can be put right, and a lot of insulation is covered by a guarantee that fixes the wall for free. With PPI, there was no wall to fix.
How do I stop the calls?
Register your number with the Telephone Preference Service at tpsonline.org.uk. It’s free. Firms aren’t allowed to make unsolicited sales calls to registered numbers, and you can report the ones that still do.
Will you put me in touch with a claims firm?
No. I don’t work with them. If your wall needs work, I can put you in touch with extraction firms. Get quotes »