At Complete Roofing Systems, we are committed to delivering a high-quality service and maintaining the highest standards of professionalism in all our work. We value feedback and take all complaints seriously. If you are dissatisfied with any aspect of our service or workmanship, we encourage you to tell us so that we can address the issue promptly and use the feedback to improve our practices.
How to make a complaint
A complaint is any expression of dissatisfaction, whether justified or not, from any person about Complete Roofing Systems standard of work, service, staff conduct, communication, or failure to act.
Complaints can be made in any of the following ways:
In writing:
FAO – Head of Business Services
Complete Roofing Systems
21 Adlington Court
Birchwood
WA3 6PL
By email: [email protected]
Please include:
· Your name and contact details
· Site address or project reference (if available)
· Details of your complaint (including dates and people involved)
· Any evidence or documents supporting your concern
What happens next
· All complaints will be acknowledged within 5 working days of receipt.
· A manager or designated representative will be assigned to review the complaint and any supporting information.
· Where possible, we aim to resolve complaints within 10 working days of our initial acknowledgement.
· If further investigation is required, we will inform you and provide an estimated response timeframe.
Formal Investigation
If the complaint cannot be resolved at the initial stage:
· A senior manager who has not been directly involved in the matter will carry out a formal investigation.
· You may be contacted for further information or clarification.
· A full written response will normally be issued within 28 working days of the complaint being received
Escalation
If you remain dissatisfied after receiving a formal written response:
· You may request that the complaint is escalated to a Director for review.
· The Director will review all relevant information and may contact you directly if required.
· A final written response will be provided within 28 working days of the escalation request.
The Director’s decision will be final.
Complaints About Data Protection or Privacy (GDPR)
If your complaint relates to how we have handled your personal data, it will be referred to our Data Protection Officer (DPO) or Managing Director.
· Your complaint will be acknowledged within 5 working days
· A full response will be issued within 28 calendar days
If you are unhappy with the outcome, you have the right to contact the Information Commissioner’s Office (ICO): Website: www.ico.org.uk
Telephone: 0303 123 1113 Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Our Commitment
We treat all complaints seriously and confidentially. Every complaint is logged, reviewed, and used to improve our services.
We appreciate your feedback – it helps us deliver better results for everyone.