Complaints Procedure
Roofgo Ltd is proud to be endorsed by Which? Trusted Traders. As part of
that endorsement we follow the Which? Trusted Traders Code of Conduct,
which sets out how we handle any concerns about our work. We take every
complaint seriously and aim to put things right quickly and fairly.
How to make a complaint
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Talk to us first. Most issues are resolved quickly by
contacting us directly. Call or email us, explain what the problem is
as precisely as you can, tell us what outcome you're looking for, and
let us know your expected timeframe. Please inspect the work as soon
as possible after completion and get in touch promptly if anything
isn't right.
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Put it in writing. If we can't resolve things over
the phone or in person, please send us a written complaint (by email
or letter) with the same details. This gives us a clear record and
is required if the matter needs to go further.
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We'll acknowledge it within 28 days. We log every
written complaint and will acknowledge receipt within 28 days, in
line with the Which? Trusted Traders Code of Conduct.
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We aim to resolve it within 8 weeks. We will work
with you to agree a resolution, and any agreed remedial work will
normally be completed within eight weeks of the complaint being
acknowledged. If we disagree with your complaint, we will explain why
in writing (a "letter of deadlock").
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Independent help if we can't agree. If we're unable
to resolve your complaint between us, you can ask Which? Trusted
Traders to refer the matter to their independent Alternative Dispute
Resolution (ADR) service, free of charge to you. Their decision is
binding on us.
If you remain unhappy
As a Which? Trusted Trader, if we cannot resolve your complaint
between us, you can contact Which? Trusted Traders who will explain
your options and, where eligible, refer your case to
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk.
Which? Trusted Traders can be reached on 02922 670 040 to discuss a dispute.
Our commitment
We keep a written log of every complaint we receive and how it was
resolved, and we review this regularly to help us improve our service.
We treat every customer fairly, professionally and courteously
throughout this process.
