Tell us what went wrong
The quickest route is to contact us by phone, on WhatsApp or through the enquiry form. A written message is best, because it gives both sides the same record to work from. Say who you are, the address of the roof, and what you expected to happen compared with what did.
Photos help a great deal on a roofing job. If a tile has slipped, a flashing looks loose or water is marking a ceiling, send pictures of the spot and a note of when you first saw it. If the problem is about a quote, a date we gave you or how someone spoke to you, a few plain sentences are enough.
If water is coming in, say so first. Making the roof safe comes before any discussion about who is at fault, and we will deal with the leak and the complaint as two separate jobs.
What happens after you complain
A complaint is read by the person running the business, not passed to a call centre. We acknowledge it in writing, note down what you have told us and ask for anything missing, such as photos or the date of the visit.
Where the complaint is about the condition of the work, we arrange to look at the roof itself. Seeing the tiles and flashings first hand tells us far more than a description, and you receive photos of what we find. Where it is about the price or the paperwork, we go back through the written quote and any messages we exchanged with you.
You then get a written answer that says what we found, whether we agree and what we propose to do about it. If we think the problem is not down to our work, we explain why in the same plain terms, with the evidence, so you can judge it for yourself.
Putting things right
Where we got something wrong, the aim is to fix it properly. Depending on the complaint that might mean returning to redo or adjust the work, correcting an error on the paperwork, or discussing a refund of part of what you paid. We will agree any outcome with you in writing so that nobody is working from memory.
Some complaints turn out to be a difference in expectation. A repair to one section of a roof cannot cure a fault somewhere else on it, and a roof that was already tired may show another weakness after the first is mended. We flag this before the work starts, and if it happens afterwards we talk it through rather than leave you guessing.
If you are still not satisfied
You do not have to accept our answer. The Citizens Advice consumer helpline, 0808 223 1133, gives free guidance to individuals on their rights, Monday to Friday, 9am to 5pm. Its advisers can pass information about your complaint on to Trading Standards, which you cannot do yourself, so the helpline is the right first call.
The Digital Markets, Competition and Consumers Act 2024 expects a trader to tell a consumer about any alternative dispute resolution scheme that is available if they remain dissatisfied with the outcome. We are not currently attached to a named scheme. If that changes, we will say so here and in our reply to you. Whatever happens, you keep your legal rights, including the right under the Consumer Rights Act 2015 to services performed with reasonable care and skill.
Court action is a last resort for both sides, and most disputes about roof work are settled well before then once the roof has been inspected and the written record is clear.
Complaints about the cancellation of a contract
If you signed a contract at home after our survey, the Consumer Contracts Regulations 2013 may give you a 14 day cancellation period for services, counted from the day after the contract is made. A visit you requested specifically for an urgent repair is treated differently under regulation 28, so the position depends on how the job came about. Your quote and the cancellation information we send with it set out which applies to you. If you are unsure, ask us before you sign.
Complaints about your personal data
If your concern is how we have used your name, address or photos, say so in the same way. Under section 164A of the Data Protection Act 2018, an organisation must acknowledge a data protection complaint within 30 days of receiving it, and we will keep to that. You can also complain to the Information Commissioner's Office if you are unhappy with how we handle it. Our privacy policy explains what we collect and why.
Raising a complaint with a roofer
Do I need to complain in writing?
No, you can ring or message us on WhatsApp first. A written version still helps, because it fixes the dates, the address and what you were told. If you phoned, a short follow-up message listing the main points works well.
Will you look at the roof again before replying?
Yes, where the complaint is about the work itself. We would rather inspect the roof than argue from descriptions, and the photos from that visit go to you as well. Complaints about paperwork are answered from the quote and our messages.
What if I withheld part of the payment?
Tell us at the time and give the reason in writing. It is easier to resolve a disagreement when both sides know where they stand, and we will answer the point about the work first, then discuss the payment.