Step one
Tell us what went wrong
Contact us as soon as you can. Email or telephone using the details at the foot of this page, or send a WhatsApp message. Give your name, the address of the property and the date of the visit or the work, then describe the problem in your own words: what you expected, what happened and what you would like us to do.
Photographs help a great deal. A picture of a stained ceiling, a slipped tile or a gutter pulling away from the fascia board shows us what you can see, and anything taken soon after the problem began is the most useful. Copies of the written price and any messages between us are worth adding.
Step two
We look into it
We acknowledge your complaint and tell you who is dealing with it. When it concerns work on a roof, we arrange to look at the roof ourselves, photograph what we find and set it against what the written price said. You are welcome to be there, and you can ask a neighbour, a relative or another roofer to join you if that would help.
When a complaint is about something that cannot be checked on the roof, such as a misunderstanding about a visit, we go back through the messages and paperwork instead.
Step three
Our written answer
Once we have looked into it, we write to you with what we found and what we propose. If we agree something should have been done differently, we say how we will put it right and when. If we see it another way, we explain why, with the photographs and facts we relied on, so you can judge the answer for yourself.
A complaint about work that carries the written cover for your job is handled under that cover too. How it works is explained on the cover page.
If you are still unhappy
Independent advice and dispute resolution
You do not have to accept our answer. The Citizens Advice consumer helpline, 0808 223 1133, gives free advice on disputes with traders, and Citizens Advice publishes guidance on what to do when a trader does not put things right.
Section 308 of the Digital Markets, Competition and Consumers Act 2024 requires a trader to inform a consumer about any alternative dispute resolution or other arrangement that is available if the consumer is dissatisfied with the outcome. If your complaint reaches that point, we will tell you what is available.
Your rights under the Consumer Rights Act 2015 are not changed by anything on this page. Under section 49 a service must be carried out with reasonable care and skill, and sections 54 and 57 deal with remedies.
Other kinds of complaint
Insurers, building control and personal data
Some complaints belong elsewhere. If an insurer has refused a storm damage claim, the Financial Ombudsman Service is the independent body, its service is free, and its helpline is 0800 023 4567. If your worry is whether work meets the Building Regulations, your building control body is the right place to ask.
If you are unhappy with how your personal information has been handled, tell us using the same contact details. Section 164A of the Data Protection Act 2018 requires an organisation to acknowledge a data protection complaint within 30 days beginning when it is received. You can also complain to the Information Commissioner's Office, and the privacy policy explains how your details are used.
Afterwards
What happens to what you tell us
Each complaint records something that could be done better, whether that is how clearly a price was written, how a day on site was explained or the finish on one detail. We read every one with that in mind, and we would rather hear about a problem early than learn of it later from somebody else. Your next step can be as simple as an email with a photograph.