ALTERNATIVE DISPUTE RESOLUTION
We always endeavour to provide the best service and products for our customers. However, on very rare occasions, we recognise there may be times where our customers may not be completely satisfied.
To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after completion of the works, please inspect the work to ensure that everything has been carried out to our usual high standard.
email us on: firstname.lastname@example.org in the event that you are not totally satisfied and we will respond within five working days of receiving your complaint and, where possible, we will provide you with a time and date to remedy any issues raised.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution.
In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 981 2929. or via their website - http://disputeresolutionombudsman.org/which-trusted-traders-partnership/
Please note that over the next few weeks we are only going to be able to deal with roofing emergencies such as extreme flooding or other incidents which left untreated could cause serious damage now or in the future. All non essential work has now been postponed until further notice - we apologise for any inconvenience caused.
In order to protect you and your family as well as our own workforce we will either be sending a lone key worker or if more than one person is required then our teams will be deployed in frontline family units e.g. all living under the same roof.
In most cases, it should be possible for us to undertake our work without contact with you, however, should we need access to the inside of your property it would be helpful to know if you have anyone self-isolating, over 70 or affected with coronavirus so that between us, we can plan social distancing or if at all possible a non-contact visit.