Most problems on a roof are easier to put right early. A stain on a ceiling after rain, a ridge tile that sits differently from the agreed detail, a skip that stayed too long: tell us as soon as you notice, and we will look at it with you.
This procedure applies to every job, whether a small repair, a full re-roof or a make-safe visit. It covers domestic customers and commercial customers alike.
Step 1
Tell us what has gone wrong
You can raise a complaint by phone on 01823 297042, by WhatsApp, through the enquiry form on any page, or by email to the address printed at the foot of this page. Phone is quickest, but a written message gives both of us a record, so we suggest following a call with a short message.
Please include:
- your name, the address of the roof and the date of the visit or job
- what happened, in your own words
- any photos of the problem, and any messages or paperwork you hold
- what you would like us to do about it
You do not need legal wording. A plain description of the problem is enough for us to start.
Step 2
What we do when we hear from you
We acknowledge your complaint in writing and pass it to the person who looks after complaints, who was not the one on your roof. That separation matters: a second pair of eyes reads your message and the job record before anyone replies.
Next we arrange to look at the roof. Our survey photos record how the roof looked before work started. We lay those pictures beside the current condition and go through both with you on site or by message.
Where the fault is ours, we tell you plainly and agree a date to put it right. Where the cause lies elsewhere, such as a gutter we were not asked to touch or a chimney outside the agreed work, we explain why, with photos, and suggest a next move.
Step 3
Our written reply
When we have looked at the roof and read the job record, you receive a written reply that sets out what we found, what we propose and by when. If you disagree with it, tell us why and we will review it again, with a second look at the roof if that helps.
If we still cannot agree, we send a final response in writing. That letter states our position clearly. It also names any alternative dispute resolution (ADR) body or other arrangement open to you after a disagreement, which is the information the Digital Markets, Competition and Consumers Act 2024 section 308 asks a trader to give. The earlier Alternative Dispute Resolution Regulations 2015 were revoked on 6 April 2026, so section 308 is the rule that now applies.
Your rights
Statutory protection for customers
Your legal position does not hinge on this procedure, and using it takes nothing away from it.
Reasonable care and skill
Consumer Rights Act 2015 section 49 requires services to be performed with reasonable care and skill. Roofing work for a household falls within that.
Can you cancel after a survey?
Signing at your kitchen table once the survey is done makes an off-premises contract. The Consumer Contracts Regulations 2013 allow cancellation, with no reason needed, up to the end of 14 days after the day of signing. Cancellation information should reach you in writing. Should you want work to begin inside the 14 days, you make that request on a durable medium, for example an email or a text message.
A roof has one exception. When you specifically request a visit for an urgent repair, such as stopping a leak, the cancellation right is excluded for that visit (regulation 28(1)(e)).
Outside help
Independent advice if we cannot settle it
For free, impartial advice on any consumer problem, call the Citizens Advice consumer helpline on 0808 223 1133. Its advisers can explain your options, and the Citizens Advice consumer help page sets out how to get in touch.
If your roof damage is the subject of an insurance claim and your complaint is about the insurer, that is a separate matter. Your insurer has its own complaints process, and the Financial Ombudsman Service becomes an option after the insurer sends its final response letter, or if eight weeks go by with no letter.
For a larger dispute over money, the courts remain open to you, and Citizens Advice can explain how that works.
Your data
Complaints about how we handle your data
If your complaint concerns personal data, tell us in the same way. Under the Data Protection Act 2018 section 164A, an organisation that receives such a complaint must acknowledge it within 30 days of receiving it. Our privacy policy sets out what we hold and why.
Learning from it
What we do afterwards
Every complaint ends with a short note on the job record: what went wrong, what put it right and what we change in how we survey, brief or finish the next roof. That is how a complaint about one valley or one skip becomes a better habit on the next job.
If you would like to raise something now, the quickest route is the number at the top of this page. Have your address and the date of the work to hand.
Raising a complaint
Does it cost anything to complain?
No. Raising a complaint is free, and you do not need to use any set form. A phone call, a WhatsApp message or a note through the enquiry form will start the process, and a short follow-up message gives you a record.
Can I complain about work done some time ago?
Yes. Tell us what you have found and when the work was done, and send photos if you can. We compare it with the survey photos and the job record, then explain what we find.