If something is wrong
Complaints Procedure
If we have let you down, we want to hear about it and put it right. This page explains how to complain, what to include and what happens next.
How to complain
How do I raise a complaint?
Email info@quaysideskylightsnewcastle.co.uk or send a WhatsApp message to 07880 284133. Either route reaches the person who will deal with it.
Tell us in whichever way suits you. Email gives a written record on both sides, and a WhatsApp message with photos is often the quickest way to show a problem. Please do not feel you need to use formal language. Say what happened in your own words.
The earlier you tell us, the easier it is to look into. If the issue concerns work under our workmanship guarantee, you can also follow the steps on the guarantee page, and we will treat the message as a complaint too.
What to include
What details help you deal with it?
Your name, the address, the date of the work or the problem, what went wrong, photos if you have them, and what you would like us to do.
A clear message lets us start straight away instead of asking you to repeat yourself.
- Your name and the address the complaint relates to.
- The date of the survey, quote or work, or the date the problem began.
- A description of what went wrong and who you dealt with, if you know.
- Photos of the room or roof where they help.
- The outcome you are hoping for, whether a visit, a correction or an explanation.
If you have a copy of your written quote, mention the date on it.
Timescales
How quickly will you reply?
We acknowledge your complaint within a set number of working days and send a full response within a longer one. Both are confirmed below.
Our acknowledgement goes out inside [operator to confirm: N working days] of your complaint arriving, and tell you who is handling it.
We aim to send a full response within [operator to confirm: N working days] of receiving it. If we need to visit the house first, we will say so, and give you a date for when you can expect an answer.
If a complaint is complicated and needs longer, we will write to explain why and tell you when to expect the reply.
Review inside the firm
What if I am not happy with the first reply?
Ask for the complaint to be reviewed again by the owner of the business, and give your reasons. We will respond in writing.
If our first response does not settle matters, reply to it and say so. Explain what is still unresolved. The owner of the business will go back over what happened, including the first response, and write to you with the outcome.
Our aim is to agree a fair result with you directly. Where we got something wrong, we will say so and tell you how we will put it right. Where we think we were correct, we will explain our reasons in plain terms.
Outside help
Where else can I turn for advice?
You can get independent advice from the Citizens Advice consumer service, and you keep all your legal rights whatever we decide.
You do not have to wait for us. At any point you can seek independent advice. The Citizens Advice consumer service gives free guidance on consumer problems, and its details are at citizensadvice.org.uk.
Using this procedure does not affect your legal rights. If you cannot reach agreement with us, you remain free to use those rights, including making a claim through the courts. The official government guidance on consumer rights is on gov.uk.
This procedure does not limit those rights. See also our terms and conditions.