We want every rooflight we fit to be easy to live with, and that includes how we behave when something is not right. If you are unhappy with a survey, a quote, the way a job was carried out or anything we have said or done, please tell us. A concern raised early is easier to settle.
Step 1
How to raise a complaint
Email info@soundskylightsstockport.co.uk, or send a WhatsApp message to 07880 284133. A written complaint gives us both a clear record.
You can also raise a complaint by phone on 0161 410 1861.
It helps if you include:
- your name and the address where the work was done or surveyed;
- roughly when the survey or job took place;
- what went wrong, and what you would like us to do about it;
- photos, if the complaint is about something you can see.
If water is coming in or something looks unsafe, say so at the start of your message so we can deal with that first.
Step 2
After you get in touch
We aim to acknowledge your complaint within five working days and tell you how we plan to look into it. Where it helps, we will arrange to visit and see the problem for ourselves.
We aim to send you a full written reply within four weeks of receiving your complaint. If we need longer, for example because we are waiting on a maker to look at a product fault, we will tell you why and when to expect our answer.
Our reply will explain what we found, whether we agree with your complaint, and what we will do. If the problem comes from our workmanship, it is dealt with under our 10-year workmanship guarantee. If it is a fault with the unit itself, we will explain how to raise it with the maker and help you do so.
Timescales we work to
- Acknowledgement We aim to reply within five working days.
- Looking into it A visit if one would help, and contact with the maker if the unit is at fault.
- Full reply In writing, aimed for within four weeks, or we tell you why it will take longer.
Step 3
If you are not happy with our reply
Tell us, and explain what you think we have missed. We will look at the complaint again from the start and send you a final written response.
If we still cannot agree, our final response will say so, give you the name and website of an alternative dispute resolution (ADR) provider that could help, and tell you whether we are willing to use it. ADR is a way of settling a disagreement with the help of an independent body, without going to court.
Help with a complaint
Complaining for someone else
A relative, friend or carer can raise a complaint for you, as long as you tell us you are happy for them to do so. If writing is difficult, tell us and we will find another way to take down the details, such as going through it with you when we visit. We treat a complaint made this way exactly as if you had sent it yourself.
Step 4
Free advice from outside
You can get free, independent consumer advice from the Citizens Advice consumer service at citizensadvice.org.uk. They can explain your rights and, where appropriate, pass details to Trading Standards. As a last resort, a claim can be made through the small claims track of the county court.
None of this affects your legal rights, which are explained in our terms and conditions.