Local Roofline Specialist (known as ‘We’ and ‘Us’ from herein) always aim to provide the best possible service and outcome.  However, on rare occasions there may be times where a customer may not be completely satisfied, to ensure we put things right for you, as soon as possible after the completion of the works, please check and inspect the work to ensure it has been carried out based on the quote terms and to the high standards you expect us to achieve. Please us straight away with any issues you’d like to raise either by phone, email or write to us. If in writing, please get proof of posting so that we are sure to receive it and get to work on it straight away. 

Our Complaints Procedure

On receipt of your complaint we aim to respond fully within 7 days.  We would always aim to resolve it the same day wherever possible. We will arrange a convenient date to come and view and or remedy the situation within 14 days. In the unlikely event we are unable to resolve your complaint, having tried our complaints procedure, it may be necessary to use another complaint service.  Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘dead end; has been reached, you can then escalate your complaint. The business has access to an Alternative Dispute Resolution (ADR)   These services can be jointly accessed on both government websites and Citizens Advice website.  They are aimed at resolving the dispute using an informal, non bias party, to resolve the issue as simply and as fairly as possible and with the minimum of cost and time to achieve this   While we would hope as a business who thrives on its reputation, it would never come to this, the ADR service can offer an effective means to get things resolved.  As a business, we would fully support this service, and it’s decision, to achieve the best outcome to resolve the matter in favour of the customers satisfaction.