How to Make a Complaint
Roofing enquiry service for Peterborough, Stamford, Spalding, Wisbech and Huntingdon.
Where a complaint should go depends on whether it is about us or about a roofing firm.
Complaints About Roofing Peterborough
If we sent your enquiry to the wrong area, took too long to respond, mishandled your data or published something inaccurate, email info@roofingpeterborough.com with "Complaint" in the subject line and explain what went wrong. We will acknowledge it within three working days and aim to send a full reply within fifteen working days. If that reply does not settle things, ask for a review and a different person will look at it afresh. A complaint about how we have handled personal data can also go to the Information Commissioner's Office.
Complaints About a Roofing Firm
The work, the quote, the firm's conduct and any payments are matters between you and the roofing firm, because your contract is with them. Raise the problem with the firm first, in writing, and keep copies of everything. We cannot settle a dispute on a firm's behalf, but please tell us about it: we keep a record, and it bears on whether we continue passing enquiries to that firm.
If the firm does not put things right, the Citizens Advice consumer service can advise you and can refer the matter to Trading Standards. If the firm belongs to a scheme such as Buy With Confidence or TrustMark, that scheme may have its own complaints or dispute process. If you paid by credit card, Section 75 of the Consumer Credit Act 1974 can make the card provider jointly responsible for a breach of contract, within the limits the Act sets. If you paid by debit card, or the amount falls outside those limits, ask your card provider whether a chargeback is possible. Our guide on how to choose a roofer describes each of these routes.