CI Group: most-reported complaints
Automated analysis of 276 public Trustpilot reviews published 2019-06-17 to 2026-09-23. TrustScore 4.9 from 2,762 total reviews — see the Trustpilot page. Quick answer: is CI Group legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 31% of the 61 complaints identified in 276 reviews. Other frequent concerns include items not being as described (28%) and unhelpful support (26%). Misleading pricing was also cited, representing 13% of complaints. The trend for faulty product reports is rising, while the other issues remain flat.
How to reach CI Group
These are the contact details CI Group publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0800 180 4000, email [email protected], address Eton House, Eton Hill Road, Manchester, M26 2ZT, GB.
The company claimed its Trustpilot profile on 2017-08-06, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-17. Trustpilot ranks it 3 of 29 in Conservatory Specialist. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Group Critical Illness Flex Benefit - are there any ABI MINIUM STANDARDS and best practice re sell”.
Elsewhere: 5★ on Google (1 reviews)
TrustScore over time
4.9 → 4.9 across 8 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (86%, 24.0d) · 2026-08-15 (86%, 24.0d) · 2026-08-21 (100%, 23.1d) · 2026-08-27 (100%, 23.1d) · 2026-08-30 (100%, 23.1d) · 2026-09-08 (100%, 22.8d) · 2026-09-18 (100%, 22.8d) · 2026-09-24 (86%, 22.8d).
Severity: 33% of this company’s 61 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (30 reviews record both dates).
Measured reply time: across 62 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 23 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 62 company replies to negative reviews analysed, 42% engaged with the specific problem and 18% were generic templates.
Review provenance: 70 company-invited reviews in the recent window average 4.93★, while 145 organic (uninvited) reviews average 4.87★.
18% of its 205 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 31% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 101 of this company’s 2,762 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about CI Group?
Faulty product
19 reports · 31% of complaintsrising since 2024-01“2 guys came out. Said they would report back to office and be in touch within 7 days. Not heard from them after 11 days”
The company replied on 2021-05-13: “Hi Carole and thank you for your review. Conservatory Insulations take great pride in their customer service so I am dismayed to read your comments above. I understand we have now been in touch and a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Then it rain the next day and roof was leaking in a couple of places, (5 buckets needed and towels)”
The company replied on 2021-04-07: “Hi Nina and thanks for your comments. I am sorry it took so long to resolve the problem with your Conservatory Roof. We did have to visit your property several times over the past few months in order…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
3 readers marked this review helpful on Trustpilot.
“So much for their 10 year guarantee”
The company replied on 2019-12-09: “Hi Mr Church and thank you for your comments. I have traced back the events surrounding the installation of your insulation and the subsequent difficulties. At the time of installation, we were…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Not as described
17 reports · 28% of complaintssteady“We have definitely been mis-sold this insulation”
The company replied on 2021-09-06: “Hi Tracy and thanks for bringing this to my attention. As this relates to your Mother and Stepdad, I need their names to trace them. Would you be kind enough to call: 0800 180 4000 and ask for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“The room isn't discernibly any warmer than before.”
The company replied on 2020-12-29: “Hi Alan, Thanks for your feedback. We are sorry you are not feeling the benefits of our specifically designed insulation. Could we ask you to contact the office direct on Monday the 4th January and…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
2 readers marked this review helpful on Trustpilot.
“fitted using standard wood battens not the treated wood like the sales rep insisted”
The company replied on 2020-10-30: “Hi Mr Drake and thanks for your comments. Good to see our product is working well for you. Regarding your comments regarding our foil insulation. As stated on our website and by our Surveyor, our…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
16 reports · 26% of complaintssteady“we are still waiting for our table top”
The company replied on 2020-11-10: “Hi Mr Waters and thank you for your comments. Our installation team will be spoke to regarding your experience. I have checked today and see a new glass top is being sent to you next week. Apologies…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
5 readers marked this review helpful on Trustpilot.
“attitude of the sales person when we were not prepared to sign on the day, put me off”
The company replied on 2020-06-19: “Hi Mr Taylor and thanks for taking my call. I thank you for your comments and can only re-iterate what we discussed. We take a very dim view of any of our Surveyors using an aggressive approach…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“2 guys came out. Said they would report back to office and be in touch within 7 days. Not heard from them after 11 days”
The company replied on 2021-05-13: “Hi Carole and thank you for your review. Conservatory Insulations take great pride in their customer service so I am dismayed to read your comments above. I understand we have now been in touch and a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
Misleading pricing
8 reports · 13% of complaintssteady“The first price they give is a bit of a joke.”
The company replied on 2020-11-10: “Hi Yasemin and thank you for your comments. I apologise for the fitters returning to you to ask you to call the office. This should not have been necessary as all our fitting teams have card…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“We asked several times if we needed a building warrant and each time we were told "NO. definitely not!”
The company replied on 2020-09-23: “Hi Mrs Wallace and thank you for your comments. We are sorry we were unable to help you in the installation of our product. After investigating further I see there were highly unusual circumstances…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Expect £3k and up for a small conservatory. Certainly doesn't match with their quick and easy solution demonstrated on the advert.”
The company replied on 2021-11-18: “We do not have any trace of a 'RYLAN STORM' in our records. Sometimes people comment on sites like Trust Pilot but use a pseudonym. Not that we would ever suggest that 'RYLAN STORM' is not a real…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Poor core service
7 reports · 12% of complaintssteady“we are still waiting for our table top”
The company replied on 2020-11-10: “Hi Mr Waters and thank you for your comments. Our installation team will be spoke to regarding your experience. I have checked today and see a new glass top is being sent to you next week. Apologies…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
5 readers marked this review helpful on Trustpilot.
“The finish panel at the roofs apex was poorly shaped and fitted with copious amounts of silicone sealant smeared over the joints”
1 reader marked this review helpful on Trustpilot.
“waited in but no-one arrived, rang office next day and was told that some one had been but couldn't gain access”
The company replied on 2020-09-16: “Hi Mrs Worthington and thank you for your comments. I am glad we finally resolved your issues and left you with a Conservatory you thought was marvellous as you said in our telephone conversation. As…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
6 reports · 10% of complaintsfalling“No contact or reaction of any sort from this Company after providing them with the above details”
The company replied on 2021-12-07: “Hi Denzil and thank you for your comments. It seems that 98% of our customers would disagree with you. However, having seen that you give one star to all the companies you choose to comment on, apart…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“waited in but no-one arrived, rang office next day and was told that some one had been but couldn't gain access”
The company replied on 2020-09-16: “Hi Mrs Worthington and thank you for your comments. I am glad we finally resolved your issues and left you with a Conservatory you thought was marvellous as you said in our telephone conversation. As…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“left me with no lights and the light switch still open and live wires exposed.”
The company replied on 2020-01-08: “Hi Mr Willemse and thank you for your comments above. I'm sorry we were a couple of hours late in attending your Installation. I'm pleased to see we gave you warning of this. With regards to your…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.