Complaints Procedure

How to raise a complaint

Telephone the office on 0117 960 0552 or email info@wearandtearroofingltd.co.uk with your name, the property address, your quotation or invoice reference and a description of the problem. Photographs are always helpful.

What happens next

We follow a clear three-stage process:

• Acknowledgement within 2 working days
• Investigation and a written response within 10 working days, including any inspection needed
• Where more time is required, we tell you why and give a revised date

Putting things right

Where a defect in our workmanship is confirmed, we return and rectify it at our cost under our workmanship guarantee, at a time agreed with you.

Escalation

If you are not satisfied with our response, you may ask for the matter to be reviewed by a company director. We will confirm the outcome of that review in writing.

If you remain dissatisfied

You retain your statutory rights and may seek advice from Citizens Advice, from any relevant trade body we are a member of, or through alternative dispute resolution where applicable. Our accreditations page lists our current memberships.