J&R Roofing Ltd – Complaints Policy

1. Purpose

At J&R Roofing Ltd, we are committed to delivering high-quality workmanship and excellent customer service across all projects. We recognise that occasionally, issues or misunderstandings may arise. This policy outlines how we handle complaints fairly, efficiently, and consistently to ensure the best possible resolution for our clients.

2. Our Commitment

We aim to:

Handle all complaints promptly, politely, and professionally.
Investigate complaints thoroughly and objectively.
Resolve issues as quickly as possible.
Learn from feedback to continually improve our services.

3. How to Make a Complaint

If you are dissatisfied with any aspect of our work or service, please contact us as soon as possible so we can address your concerns.

You can make a complaint by:

Post: J&R Roofing Ltd, 4 Cross Way, Havant, PO9 1NG

E-mail: j.r.roofing@outlook.com

Tel: 07539525035

Please include:

Your name and contact details
The nature of the complaint (including relevant dates and details)
Any supporting evidence (e.g., photos, documents, or correspondence)

4. What Happens Next

Step 1 – Acknowledgement:
We will acknowledge receipt of your complaint within 3 working days.
Step 2 – Investigation:
Your complaint will be reviewed by a company director or manager not directly involved in the matter. We may contact you for further information or to discuss your concerns in more detail.
Step 3 – Response:
We aim to provide a written response and proposed resolution within 10 working days of receiving your complaint. If more time is needed (for example, if further investigation or a site visit is required), we will keep you informed of progress.

5. Resolution

If your complaint is upheld, we will offer an appropriate solution, which may include:

Corrective work
A refund or partial refund (where applicable)
An apology and explanation
Steps to ensure similar issues do not occur in the future

6. Escalation

If you are not satisfied with the outcome, you may request that your complaint be reviewed by a senior company director. This will be the final stage of our internal complaints process.

If you remain dissatisfied after this review, you may refer your complaint to a relevant trade body or dispute resolution service (if applicable).

7. Continuous Improvement

All complaints are logged and reviewed regularly to identify patterns, training needs, or procedural improvements to enhance our services and prevent future issues.

8. Contact Us

J&R Roofing Ltd

Address: 4 Cross Way Havant PO9 1NG