QURE Group: Fairness, Confidence and Resolution for Retrofit
Retrofit is built on promises - warmer homes, lower bills, and healthier living. But when things go wrong, trust can vanish overnight. For manufacturers, installers and homeowners, disputes over workmanship, performance or payment can quickly escalate. That’s where QURE Group steps in.
QURE Group is an independent dispute resolution service, CTSI-approved and designed specifically for the home improvement and retrofit market. It gives every side - from manufacturers to installers to homeowners - a transparent process for resolving issues quickly and fairly.
“We are what we call CTSI approved - that’s the Chartered Trading Standards Institute approved dispute resolution provider. And what that means is we are completely impartial,”
explains Sam Girven, Marketing and Partnerships Manager at QURE Group.
“Our mediation is all evidence-based. We strip out the emotion and focus on facts - contracts, audits, photographs, even surveyors’ reports if needed.”
Why Retrofit Needs Qure
Historically, QURE Group’s work has focused on big projects with lenders and national banks, often stepping in on Section 75 claims or failed installations. But in recent years the company has shifted focus toward the retrofit sector, where disputes range from the minor to the massive.
“It can be as simple as plaster on a carpet that won’t come out - all the way up to a solar PV array falling off a roof,” says Girven. “We’ve seen everything from breakdowns in communication to serious faults in workmanship and performance.” - Sam Girven
A recent case saw a homeowner with internal wall insulation (IWI), a heat pump and solar PV installation worth more than £50,000 still demand £12,000 in compensation, despite remedial work being carried out and hotel costs covered. QURE Group’s mediators stepped in to balance evidence with expectation, ensuring fairness for both homeowner and installer.
Protecting Reputations and Resolving Payments
One of QURE Group’s fastest-growing areas is invoice resolution - disputes where homeowners or businesses withhold payment because of perceived issues.
“We resolve B2B as well as B2C,”
Sam told us.
“Usually payment is withheld because there’s an issue with the work. But when money is involved, most associations or accreditation bodies internal processes don't extend this far. That’s why we’re getting so much interaction, because we’re one of the only services that deal with the financial side.” - Sam Girven
For manufacturers, QURE Group provides protection against reputational damage. For installers, it offers a buffer against false claims. For consumers, it offers reassurance that their complaints won’t be ignored.
Independent, Not Affiliated
Perhaps QURE Group’s biggest strength is its independence. Unlike consumer codes or accreditation bodies, it has no vested interest in siding with either party.
“We’re the only ADR provider fully dedicated to the entire home improvement market. Other providers cover niches like EV charging, or they won’t touch financial disputes. Because we’re a third party, we’re completely impartial - and that’s where the trust comes in.” - Sam Girven
Building Partnerships Across Retrofit
QURE Group is now working to embed itself across the retrofit ecosystem. Partnerships with trade associations like the National Federation of Roofing Contractors and the Bathroom Association are already underway, with talks ongoing are being kept under wraps - with other trusted organisations and major lenders in the sector.
“We don’t really have to sell what we do,” - Sam Girven
As the UK accelerates toward mass retrofit, disputes will inevitably arise. The difference is whether they become barriers or simply bumps in the road. With QURE Group in place, the industry has a chance to keep its promises - and keep homeowners’ trust intact.
We'll leave the parting words for Sam - as they sum up our feeling about Qure Group too. They're not the only ADR option out there, but this lot know retrofit.
“Saving time, saving costs, protecting reputations - keeps cashflow moving - it speaks for itself.”
The entry point for getting a resolution through QURE Group