Complaints Procedure

We want every rooflight we fit, and every conversation along the way, to be right. If something is not, we would like to hear about it as early as possible, while it is still easy to put right. Most concerns are settled with a phone call or a visit, and you do not need to wait until you are unhappy enough to call it a complaint.

This procedure applies to anything we have done or said: the survey, the quote, the way the job was organised with your builder, the fitting itself, the paperwork, or how we handled an earlier concern. If your concern is about a fault in the work, you may also want to read our guarantee page, which explains how to make a claim.

Email info@solentskylightssouthampton.co.uk, or message us on WhatsApp, with:

• Your name and the address of the property
• Roughly when the work was done, or when you contacted us
• What has gone wrong, in your own words, and what you would like us to do about it
• Any photos, documents or messages that help explain it

If you would rather talk, say so in your message and we will call you at a time that suits. We will keep a written note of the conversation and send you a copy. There is no special form to fill in and no particular wording you need to use.

1. Within two working days we acknowledge your complaint and tell you who is looking after it.
2. Where a visit helps, we arrange one at a time that suits you, usually within the following week.
3. Within ten working days of your complaint we send you a full written response: what we found, what we will do and by when.
4. If we need longer, for example because we are waiting for a manufacturer, we tell you why and give you a date for our full response.

If water is getting into your home, tell us in your first message. We treat that as urgent and will advise you straight away on protecting the room.

Every complaint is different, so the remedy is agreed with you case by case. Depending on what went wrong, putting it right might mean returning to adjust or refit part of the work, replacing a unit through the manufacturer, correcting paperwork, covering a cost you incurred because of our mistake, or simply an explanation and an apology where that is what is needed.

We will tell you clearly what we propose and why. If you think a different solution would be fairer, say so; we will consider it properly and explain our answer in writing. Where the work of another trade on your project is involved, such as a roof covering laid by your roofer, we will tell you and help you raise it with them, and we will work with them to get it fixed.

Reply to our response and ask for a review. The complaint will be looked at afresh by the business owner, who was not involved in the original response where that is possible. You will receive the outcome of the review in writing within ten working days of asking for it. That review is our final position.

If you remain unhappy after our review, you can get free, impartial advice from the Citizens Advice consumer service, which can explain your rights and options. Where the complaint is about a product fault, the manufacturer's own complaints process may also help, and we will give you their details.

You can also ask a court to decide. For most claims the small claims track is designed to be used without a solicitor; GOV.UK explains how to make a court claim for money. We would always prefer to resolve things with you directly, and we will keep talking while any of these routes is open.

We keep a record of every complaint and how it was resolved, and we review them so the same thing does not happen again on another job. Where a complaint shows that something in our method needs to change, such as how we confirm a kerb size or a delivery date, we change it. Your personal information in a complaint record is handled as described in our privacy policy.

Raising a complaint will never affect your workmanship cover or how we treat you on any future job.