The short answer
If spray foam was mis-sold, collect your quote, contract, marketing and photographs, then complain in writing to the installer. If they do not respond, you can seek free advice from Citizens Advice, and if the work was paid for with credit, the Financial Ombudsman may be able to help. This is general information, not legal advice.
What mis-sold can mean
People use the phrase in different ways, so it helps to be clear. Mis-selling usually means that you were given false or misleading information that influenced your decision to buy. In spray foam cases, the complaints we hear about tend to fall into a few groups.
- A promise that foam would not affect a mortgage, insurance or the sale of the house.
- A claim that the roof would not need to be inspected or that timbers would stay in perfect condition.
- Savings on energy bills presented as certain when no calculation was shown.
- Failure to explain that the foam would be difficult to remove or would hide defects.
- Pressure to sign on the day, or work fitted to a roof that was not suited to it.
Whether a particular sale counts as mis-selling is a legal question that depends on what was said and written. This page offers practical steps, not legal advice. Citizens Advice, a solicitor or your own legal expenses cover are the places to test your claim. The RICS consumer guide on spray foam insulation sets out the concerns that surveyors raise and is useful background.
Gather your evidence first
Before you contact anyone, put together a file. The stronger and tidier it is, the more seriously your complaint will be treated.
Keep the written quote, the contract or order form, the invoice and proof of payment. Keep any leaflets, emails, text messages, website pages or adverts that influenced you. If a salesperson made verbal promises, write down what was said, who said it and when, while your memory is fresh. Note the names of any other people who were present.
Photograph the loft as it is now, including any damp patches, staining or foam that has come away. A dated moisture reading or a written opinion from an independent surveyor or roofer carries weight. Record how the problem was discovered, whether through a lender, a valuer, a buyer or a leak.
Finally, note how you paid. Payment by credit card, a finance agreement or a personal loan opens up routes that a cash payment does not. Our page on how long spray foam lasts may help you judge whether the claims made for durability held up.
Complain in writing to the installer
Your first formal step is a written complaint to the company that sold and fitted the foam. Write it clearly and keep a copy.
State what you were told, what you believe is wrong and what you want, whether that is removal, repair, compensation or a refund. Refer to your evidence and attach copies, never originals. Give a reasonable date by which you expect a reply, and send the letter by a method that gives proof of delivery.
Keep a calm, factual tone. Anger tends to weaken a complaint, and facts strengthen it. If the company has a written complaints procedure or a trade association code, follow it and quote it back to them.
If the firm has closed or changed its name, check Companies House for what happened to it. Some owners find the business has dissolved, which makes other routes more important. A guarantee that the firm gave you may also be worthless if it has gone, which is another reason to ask the question early.
Other places to turn
If the installer does not respond or refuses, you have further options.
- Citizens Advice. Free advice on consumer rights and how to take a complaint forward. Their consumer helpline can point you to the right next step. See Citizens Advice.
- Your card provider or finance company. If you paid by credit, the lender may share responsibility for a misrepresentation. Ask your provider about your rights.
- The Financial Ombudsman Service. If you complain to a financial firm about a loan or credit agreement linked to the work, and are not satisfied with the answer, the ombudsman may look at it.
- Your home insurance legal cover. Many policies include a helpline or cover for legal costs.
- A solicitor. For larger sums, a solicitor can advise on whether to start a court claim and the time limits that apply.
Time limits exist for legal claims, so do not leave it for years. Act while the evidence is fresh.
Fixing the roof while you complain
A complaint can take months, and the roof does not wait. Take advice on protecting your position before you remove anything, since the foam is evidence. Photograph it extensively and, if you can, keep a sample, and tell the company you intend to have the roof assessed.
We can inspect the loft, photograph the foam and timbers and give a written account of what we find. We do not act as an expert witness or give legal opinions, but a clear record of condition helps whoever does. Where the foam has to come out, our page on spray foam and equity release shows how much the roof's condition matters to lenders.
Removal costs vary. As a rough yardstick, MyBuilder's 2026 spray foam removal guide shows £20 to £50 per square metre in the UK, about £1,500 on average. Empire's own figure comes only with the survey.
How we can help
Our visit is free, and the photos we take are of your loft and your slopes. You receive a written account of the condition of the foam and the timbers, and a fixed price for any repair or removal, which you can pass to a solicitor or ombudsman if you pursue the original installer.
For further reading, see our page on the RICS position on spray foam, or return to our spray foam insulation hub.
