Complaints Procedure

If something about our work or our service has fallen short, this page explains how to tell us, what we will do, and how long it should take. Raising a concern costs you nothing and does not affect your guarantee, your rights under our terms, or your legal rights.

How to raise one

Complaints Procedure, specialist rooflight installation in Colchester

Get in touch as soon as you can, so we can look into it while everything is fresh. Email or phone are both fine. It helps if you can tell us your name, the address the work was carried out at, roughly when we did the job, and a clear description of what has gone wrong. Photographs are useful where the concern is about the work itself.

As a service area business we do not have a public office, so please use email or phone rather than calling in person.

What happens next

Completed Complaints Procedure project in Essex

We aim to acknowledge every complaint within three working days, so you know it has reached the right person. The acknowledgement confirms what we have understood from your message, names the person dealing with it, and says what the next step will be.

We will then look into what happened. Where the concern is about the installation, that usually means arranging to inspect the work at a time that suits you. We aim to give you a full response within fourteen working days of acknowledging the complaint. If a matter is more involved and needs longer, for example because a manufacturer’s technical department is involved or the weather is preventing an inspection, we will tell you why and give you a revised date rather than leave you waiting.

Putting things right

Complaints Procedure bringing light into a north Essex property

If we have made a mistake we will say so and explain how we will fix it. Where the issue falls under our workmanship guarantee, the remedial work is carried out at no cost to you. Where the cause turns out to be something outside our work, we will explain what we have found and, where we can, set out your options.

Where the concern involves damage to your property, include photographs and an approximate date, and say whether the item can be inspected. Damage caused by the work or by somebody working on it is dealt with through the business’s public liability insurance rather than by you.

If you are still not satisfied

Close-up of Complaints Procedure framing and glazing

Tell us and we will take a further look, with a fresh pair of eyes where possible. We want to reach a fair outcome directly with you.

Beyond that you have routes that do not depend on us. You can seek advice from Citizens Advice, which gives free guidance on consumer issues, and depending on the nature of the work you may be able to refer the matter to an alternative dispute resolution scheme or pursue it through the courts. No scheme is named here, because naming one the business does not belong to would mislead you at the exact moment you most need accurate information.

The timescales above are commitments the business expects to be measured against, not aspirations.

If something goes wrong

Complaints Procedure by Castle Skylights, Colchester

Most problems are solved by a phone call on the day they are raised. This procedure exists for the ones that are not.

Step one: tell us directly

Call or email and describe what has happened. Include the address, roughly when the work was done, and a photograph if there is something to see. You will get a response acknowledging it within three working days.

If the complaint is about work in progress, say so and we will stop rather than continue while it is unresolved. Carrying on over an objection makes everything harder to put right.

Step two: we look at it

Where it needs somebody to attend, we arrange that within ten working days, sooner where water is getting in. Where it can be resolved without a visit, we will say what we propose and by when.

We will give you a written answer within twenty eight days of the original complaint: what we found, whether we accept it, what we intend to do, and the timescale. If we need longer because we are waiting on a manufacturer or a part, we will tell you that rather than going quiet.

Step three: if you are not satisfied

Ask for it to be reviewed. It will be looked at by someone who was not involved in the original decision, and you will get a final written response.

If you remain unhappy after that, you are free to pursue the matter through any scheme we are a member of, through Citizens Advice, or through the courts. Nothing in this procedure limits your statutory rights under the Consumer Rights Act 2015, which entitles you to work carried out with reasonable care and skill regardless of what any guarantee says.

What helps

Photographs, dates, and the original quotation reference. Telling us early rather than late, because a detail that is easy to correct in week one can mean opening up finished work in month six. And telling us directly first, because a complaint we have not heard is one we cannot fix.

What we will not do

Argue that a problem is somebody else’s before we have looked at it. Ask you to deal with a manufacturer about a product we chose and fitted. Or make a resolution conditional on removing a review. If we got something wrong we would rather fix it and keep the customer.