Complaints Policy
Roofing enquiry service for Telford, Shrewsbury and East Shropshire.
Complaints come in two types. Which one you have decides who can sort it out.
A Complaint About Our Service
This covers things we're responsible for: an enquiry that was lost, sent to the wrong area or not followed up, a rude or unhelpful call, or a mistake on the website.
1. Email info@rooferstelford.com with "Complaint" in the subject line, or ring 01952 959192 and ask for your complaint to be logged. 2. Tell us your name, roughly when you contacted us, and what went wrong. 3. Expect a note saying it has arrived inside three working days, and our answer in full inside fifteen. 4. If you're not satisfied with that reply, tell us and a different person will review it.
A Complaint About Roofing Work
If the problem is the work itself, a quote, a bill or how a roofing business behaved, the business is the one to deal with it. Your contract is with them, so write to them first, set out what's wrong and what you want done, and give them a fair chance to respond. Keep copies of everything.
Please tell us too. We can't settle the dispute or make the business act, but we record what you tell us and it affects whether we keep passing enquiries to that business.
If It Isn't Put Right
- Citizens Advice consumer helpline. Free, impartial advice on your rights, available through the Citizens Advice website. The helpline can also pass details of a trader on to Trading Standards.
- Trading Standards. Telford & Wrekin Council and Shropshire Council both have Trading Standards services, which act on unfair or unlawful trading.
- Any scheme the firm belongs to. If the business is a member of a trade association or quality scheme, that scheme may have its own complaints or dispute process.
- Your card provider. If you paid by credit or debit card, your card provider may be able to help. The how to choose a roofer guide explains how Section 75 and chargeback work.
Finding an Accredited Trader Next Time
Telford & Wrekin Council's Trading Standards Service runs the Trading Standards Accredited (TSA) scheme for businesses in Telford & Wrekin and Shropshire. You can search its register at tsaccredited.co.uk. We don't claim that any business we pass enquiries to is on that register; look it up yourself.