Step one
Tell us what went wrong
Contact us as soon as you can. Email or call using the details at the foot of this page, or send a message on WhatsApp. Give us your name, the address of the property and the date or dates of the visit or work. Then describe the problem in your own words: what you expected, what happened instead and what you would like us to do about it.
Photographs help a great deal. A picture of a stained ceiling, a lifted tile or a gutter that has pulled away shows us what you are seeing, and anything taken soon after the problem began is especially useful. Copies of the written price or any messages we have exchanged are also worth including.
Step two
We acknowledge and look into it
We acknowledge your complaint and tell you who is dealing with it. Where the complaint concerns work on a roof, we arrange to look at the roof ourselves, photograph what we find and compare it with what was agreed in your written price. You are welcome to be present, and you can ask a neighbour, a relative or another roofer to be there as well if that would help.
If the complaint is about something that cannot be checked on the roof, for example a misunderstanding about a price or a visit, we go back through the messages and the paperwork instead.
Step three
Our written answer
When we have looked into it, we write to you with what we found and what we propose. If we agree that something should have been done differently, we say how we will put it right and when. If we see it differently, we explain why, with the photographs and the facts we relied on, so that you can judge the answer for yourself.
A complaint about work covered by the written workmanship cover for your job is handled under that cover as well. How it works is explained on the workmanship 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.
Under section 308 of the Digital Markets, Competition and Consumers Act 2024, a trader must tell 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 affected by anything on this page. Under section 49 a service has to meet the reasonable care and skill standard, and sections 54 and 57 deal with remedies.
Other kinds of complaint
Insurance, building control and data
Some complaints belong elsewhere. If your insurer has refused a storm damage claim, the Financial Ombudsman Service is the independent body for that, and its helpline is 0800 023 4567. The service is free to use. If your concern is whether work meets the Building Regulations, your building control body is the right place to ask.
If you are unhappy with how we have handled your personal information, tell us using the same details. Under section 164A of the Data Protection Act 2018, an organisation must acknowledge a data protection complaint within 30 days beginning when it is received, and we will do so. You can also complain to the Information Commissioner's Office, and our privacy policy explains how your information is handled.
Learning from it
What we do with what you tell us
Every complaint is a record of something we could do better, whether that is the clarity of a written price, the way a day on site is explained, or the finish on a particular detail. We read each one with that in mind, and we would rather hear about a problem early than learn about it from someone else.