Complaints
Most problems on a roofing job are best fixed early and in a straightforward conversation. A slipped tile, a messy gutter run, a missed appointment or a quote that did not match what you expected can usually be sorted with a phone call. If that is all you need, ring 01793 626096 and tell us what has happened.
Some matters need more than a call. For those, this procedure gives you a clear route and a written record, so that nothing is lost and nobody has to keep repeating the story. It applies to any work or service from Skyline Swindon Roofing, residential or commercial, and to the information on this website.
Step one: tell us what went wrong
Contact us in whichever way suits you best. Ring 01793 626096, use WhatsApp, or fill in the enquiry form that is on every page of this website. If you want to put it in writing, an email or a letter is fine. A written complaint gives both of us the same record to work from.
To help us look into it quickly, please tell us the following:
- Your name, the address of the property and the best way to reach you.
- What the job was and roughly when the work was done or the survey took place.
- What has gone wrong, in your own words, and what you would like us to do about it.
- Any photographs, messages or documents, such as the written quote or the guarantee.
There is no special wording to use, and you need not be sure what has caused the fault. That is for us to work out with you.
Step two: we acknowledge and look into it
When we receive a complaint, we confirm that we have it and tell you who is dealing with it. We then look at the facts. That means reading the written quote and any messages, going through the survey photographs we took of your roof, and speaking to the people who carried out the work.
Where it is a question about the state of the roof, we arrange to come and see it. We would rather stand under the ceiling stain or beside the flashing with you than guess from a distance. If water is coming in, tell us at once. A leak or storm damage takes priority with us, and water ingress is stopped first, before any discussion about whose responsibility it is.
We keep you informed while we investigate. If we need more time to understand a problem, for example because the weather has to change before a leak can be traced, we tell you so and explain why, rather than leaving you without news.
Step three: our answer and what happens next
Once we have looked into the complaint, we give you our answer in writing. It says what we found, whether we think the fault is ours, and what we propose to do. That might be coming back to correct the work, an explanation of why the problem has another cause, or an offer to settle the matter in some other fair way.
Where the fault lies in our workmanship, it is dealt with under our 10-year workmanship guarantee, which is in writing and covers the work we carried out. If the cause lies elsewhere, such as storm damage, an old fault in a part of the roof outside our work, or a blocked gutter, we show you the evidence and talk through what you can do about it.
If you disagree with our answer, tell us. Ask us to look again, and say what you think we have missed. A second look from a fresh pair of eyes sometimes changes the picture, and we will say plainly if it does not.
If we cannot settle it
Occasionally a complaint is not resolved, however fairly both sides try. You are then free to take it further, and we will not stand in your way. Some of the routes are set out below.
Your rights as a consumer do not depend on our procedure. Under the Consumer Rights Act 2015, every contract to supply a service carries an implied promise that the work will be done with reasonable care and skill. Where that term is broken, the Act gives you remedies including repeat performance and a price reduction. The relevant provision is on legislation.gov.uk.
Our written answer names any alternative dispute resolution route you can use, and Citizens Advice gives free, independent guidance on what to do next. Keep the written quote, the guarantee, any messages and photographs together, because they are the first things anyone will ask to see.
If your complaint is about a cancellation, remember that contracts made at your home or at a distance normally carry a 14-day cancellation period. Our cooling-off guide explains how it works.
What we do with your complaint afterwards
Every complaint teaches us something. After a complaint is closed, we look at what caused it and whether anything in the way we survey, quote or carry out work should change. If a message was unclear, we reword it. If a step was missed, we add it to the list.
We keep a record of the complaint and what was agreed, so that it can be looked at again if the matter comes back. We use the information you give us only to deal with your complaint and to keep proper records. Our privacy policy explains how we handle personal information.
Raising a complaint will not affect how we treat you in future, and it will not change any guarantee you hold. If you have a problem, the best thing you can do is tell us about it.
Note: this procedure is a first plain-English draft, and a qualified legal adviser is due to review it; wording may change once that review is done.