Complaints Procedure 

INTRODUCTION 
At Roofing & Dampproofing Limited, we take pride in delivering the highest standards of workmanship and aim to provide five-star customer service. Customer feedback is important to our continuous effort to enhance our services, and we appreciate all suggestions and feedback that help us achieve this objective. 
 
This policy outlines our approach to handling complaints and establishes clear expectations for our customers. 
 
COMPLAINT PROCESS 
If you have concerns or wish to make a complaint, please follow the steps outlined below: 
 
Speak directly with the Site Supervisor handling your project as soon as possible about the nature of your concern. 
If you are uncomfortable speaking with the Site Supervisor, you can Email our Business Owner Tommy Sullivan 
If the Site Supervisor cannot resolve your concern promptly, it will be treated as a formal complaint under this policy. 
Submit all formal complaints in writing via email to info@roofinganddampproofingltd.co.uk 
Complaints will be acknowledged within three working days of receipt. 
Where appropriate, we may arrange a face-to-face discussion to better understand and resolve your concerns. 
All complaints will be investigated fairly, efficiently, and consistently. 
A formal response will be provided within 28 working days of receiving the complaint. 
If delays arise, we will notify you in writing with an explanation and an updated timeline. 
Staff Complaints: We will investigate by speaking with the team member(s) involved and take any necessary actions. If disciplinary measures are required, you will be informed that action has been taken, though details will remain confidential. 
Workmanship Complaints: Customers must allow Roofing & Dampproofing Limited and our insurers to inspect the work and, if necessary, carry out remedial actions. 
 
The complainant will receive a response to the complaint within 28 working days of its receipt. If for any reason it is not possible to deal with the complaint during this period, we shall write to the complainant with the reason for this delay. This does not affect the customer’s rights to remedy under the Consumer Rights Act 2015. 
 
TIME LIMIT 
We request that complaints be submitted within 12 months of the event. However, if there is a valid reason for the delay, we may waive this time limit so that we can still investigate the matter fairly and effectively. 
 
DISPUTE RESOLUTION  
We will do our best to resolve Any issues within seven working days. 
If you choose to, you can refer your complaint to CheckaTrade Alternative Dispute Resolution. You will need to contact who can explain if you are eligible to use their Alternative Dispute Resolution call them on 03330 146190