Complaints Procedure

Last Updated: 17/02/2023

INTRODUCTION

At JR roofing Lancs Limited we pride ourselves on our highest standard of work and aim to provide five-star customer service. Customer feedback is important to us, we are continually striving to improve our services and we value any suggestions to help make this possible.

This procedure outlines the aims of our business when dealing with complaints and sets out what our customers can expect.

COMPLAINT PROCESS

If at any stage you have concerns or wish to make a complaint, please tell the Site Supervisor handling your project straight away about the nature of your concern. If you do not feel comfortable speaking with the site supervisor, then you can contact our Business Manager, Danielle Powell, directly via email. If the Site Supervisor cannot promptly resolve your concerns, then it will be dealt with as a formal complaint under this Complaints Policy.

We request that all complaints are made in writing via email.

We shall aim to acknowledge the complaint within three working days and offer the opportunity to discuss any concerns face to face. Any complaints received will be investigated fairly, efficiently, and consistently.

If the complaint is regarding a staff member, we will investigate by talking to the team member/s involved and take any necessary actions. If the complaint leads to disciplinary procedures, we will inform the complainant of that fact but will not discuss the outcome of our confidential internal procedure.

If the complaint is regarding the works supplied the customer shall afford the company and its insurers the opportunity of inspecting such works and carrying out any remedial works if appropriate.

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 ask that a complaint be received no later than 12 months after the event occurred. The time limit will not apply if we are satisfied that the complainant had good reason for not making the complaint within the time limit and we are still able to investigate the complaint fairly and effectively.

DISPUTE RESOLUTION

If we cannot resolve any complaints using this complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.

In the unlikely event of a complaint arising and the customer wishes to refer the complaint to the dispute resolution, they can do so by contacting the Dispute Resolution Ombudsman by telephone on 02922 670 040 or via their website at http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

JR roofing Lancs Limited is a limited company registered in England & Wales. Company Number: 10885234. VAT Reg No: 289013881

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© 2023 JR Roofing Lancs Limited, Lancaster House, Amy Johnson Way, Blackpool, FY4 2RP. All Rights Reserved.

JR ROOFING LANCS LIMITED is an Introducer Appointed Representative of Kanda. Kanda is a trading style of Kanda Products & Services Ltd, Forward House, 17 High Street, Henley-in-Arden, B95 5AA, registered in England (11330964), authorised and regulated by the Financial Conduct Authority (firm reference number 920795). Kanda is acting as a credit broker offering finance products from a panel of lenders Credit is subject to status. Representative example: 11.9% APR Representative based on a loan of £5000 repayable over 60 months at an interest rate of 11.9% pa (fixed). Monthly repayment of £109.45. Total amount payable £6567.16.