Flintshire Roofing Complaints Procedure

At Flintshire Roofing we would like customers to know what our customers think and we take customer services and customer complaints very seriously.
We define a complaint as ‘an expression of dissatisfaction form a customer, where a resolution is implicitly or explicitly expected of us’. In other words, when you think something is wrong, and would like us to do something about it.
Every complaint we receive will be treated individually but the steps we take in dealing with them are all the same to ensure consistency.

Stage 1

All complaints are first dealt with informally.
A verbal complaint should be raised the Director, Jonathan Jones as he is the person who would have initially completed the estimate and raised the Job Sheet for your specific needs. Contact Jonathan Jones on Free Phone; 0800 195 4575 or mobile: 07850 023164
The problem should be explained along with your expectations to remedy the situation. In most cases an amicable solution can be reached at this stage.
In some cases it can take a little longer to investigate the issues. In this case we will keep you informed on a regular basis as to the progress of your complaint.

Stage 2

Should you not be satisfied with the results of stage 1 complaints should be made in writing and addressed Jonathan Jones, 17a Spencer Industrial Estate, Buckley, CH7 3LY or Email: Info@flintshireroofing.com
You will receive a written response within 7 working days in most cases, which will explain how your complaint will be handled.
The director will investigate your complaint and in most cases will either propose a solution for your agreement or request a meeting to enable both sides to reach an agreement. This procedure is issued to all staff.

If things are not resolved to your satisfaction you can make contact to:

Which Trusted Traders
Email: trustedtraders@which.co.uk
Or Phone: 0117 981 2929

OR:

Confederation of Roofing Contractors
Association House 22d Victoria Place
Brightlingsea
Essex
CO7 0BX
Tel: 01206 306600 (Monday to Friday from 9.00am to 5.00pm) Fax: 01206 306200
Email: enquiries@corc.co.uk
Website: www.corc.co.uk

Complaints Procedure – Cont’d

OR

National Federation of Roofing Contractors (NFRC)
Roofing House
31 Worship Street
London
EC2A 2DY
Tel: 020 7638 7663 (Monday to Friday from 9.00am to 5.00pm)
Fax: 020 7256 2125
Website: www.nfrc.co.uk

Jonathan Jones Director
March 2021