Complaints Policy

Version: August 2026

Introduction

The Roofers Blackpool Ltd is committed to providing a high standard of workmanship and customer service.

We recognise that, from time to time, a customer may have a concern or feel that something has not gone as expected. Where this happens, we want the opportunity to understand the issue, investigate it properly and, where appropriate, put matters right.

This policy explains how customers can raise a concern or complaint and how we will deal with it.

Complaint Process

If you have a concern while work is in progress, please raise it with the person supervising the work as soon as possible. Many issues can be resolved quickly on site before they develop into a formal complaint.

If you would prefer not to raise the matter on site, or if the concern has not been resolved, please contact us directly by telephone or email.

Where a concern cannot be resolved informally, or where you wish to make a formal complaint, we recommend providing the details in writing so that there is a clear record of the matter. Formal complaints can be sent to:

Please include, where possible, your name, property address, a clear description of the issue, when it arose or was first noticed, and any relevant photographs or supporting information.

We will aim to acknowledge a formal complaint within 2 working days and will investigate it fairly, objectively and consistently. Depending on the nature of the complaint, this may involve reviewing project records and photographs, speaking with members of our team or subcontractors, contacting manufacturers or suppliers, and arranging an inspection of the works.

Where a complaint relates to work carried out by us, the customer must allow The Roofers Blackpool Ltd and, where relevant, our insurers, suppliers or manufacturers a reasonable opportunity to inspect the alleged defect. Where remedial work is considered appropriate and is our responsibility, we must also be given a reasonable opportunity to carry out that work.

Where a complaint concerns an employee or subcontractor, we will investigate the matter appropriately. If any internal disciplinary or contractual action is required, we may confirm that the matter has been addressed, but we will not disclose confidential employment or internal business information.

Our Response

We will normally aim to provide a substantive response within 10 working days of receiving the complaint.

Some complaints may require further investigation, a site inspection, technical advice or information from a third party. If we are unable to provide a full response within this period, we will explain the reason for the delay and provide an update on the steps being taken.

Our response will explain our findings and, where appropriate, any action we propose to take.

If You Remain Dissatisfied

If you remain dissatisfied after receiving our response, please let us know and explain which aspects of the complaint you believe remain unresolved.

We will review any additional information provided and consider whether any further reasonable steps can be taken to resolve the matter.

Nothing in this Complaints Policy limits or affects your statutory rights, including rights under the Consumer Rights Act 2015.

Raising Issues Promptly

Customers are encouraged to notify us of any concerns as soon as reasonably possible after becoming aware of them. This helps us investigate the circumstances properly and, where appropriate, prevent further damage or deterioration.

Any applicable workmanship guarantee or manufacturer warranty will remain subject to its own terms and conditions.

The Roofers Blackpool Ltd | Registered in England and Wales | Company No: 17236297 | VAT No: 526405602 | Registered Office: 66 Paul Street, London, England, EC2A 4NA

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