Complaints Procedure

Last Updated: 25/01/2024

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, we have access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair, and maintenance contracts as part of the Which? Trusted Traders Endorsement. 

If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.