Complaints Procedure

Raise it early, and raise it directly

Tell the installer on site first if the work is still running. A great many complaints are a misunderstanding about what was agreed, and those are settled in five minutes on the roof rather than five days by email.

If that does not resolve it, or the job has finished, email info@heritageskylightsoxford.co.uk with the address, roughly when the work was done, and what is wrong. Photographs help a great deal. You do not need to use formal language or to have kept your paperwork.

What happens, and when

We acknowledge in writing within two working days, and the acknowledgement will name the person handling it.

We give a substantive answer within ten working days. Where the complaint needs somebody to look at the roof, we will offer a visit inside five working days and the ten-day clock runs from that visit. Where water is actively entering the building, we come as fast as we can get to you and we stop the water first. Establishing whose fault it is comes second, always.

The answer sets out what we found, whether we accept the complaint, and what we propose to do about it, with dates. If we are at fault, we say so without hedging and we put it right at our cost under the terms of the guarantee. If we do not think we are at fault, we explain why in enough detail that you can take it elsewhere and get a second opinion, including what we believe the actual cause is.

If our answer does not satisfy you

Say so and ask for it to be reviewed. A different person looks at the whole file, including the survey notes and the photographs, and replies within a further ten working days. That review is the end of our internal process, and the reply will say so plainly rather than leaving you waiting for another stage that does not exist.

Going outside the company

You are entitled to take a dispute further at any point, including before you have been through the steps above. Nothing here restricts that.

As a consumer you have rights under the Consumer Rights Act 2015 that no term of ours can remove: work must be carried out with reasonable care and skill, and where it is not, you are entitled to have it done again or to a price reduction. Citizens Advice can talk you through what that means in your case, and Trading Standards can act where a business behaves improperly.

Where a complaint concerns a Building Regulations matter, the local authority Building Control department that received the notification can be approached directly. Where it concerns how we have handled your personal information, the Information Commissioner’s Office is the right destination and our privacy policy explains it.

Beyond that, either of us may take the matter to the county court. We would rather settle it in an email.

What we do with complaints afterwards

Every complaint that turns out to be our fault gets traced back to the decision that caused it, and the answer changes how we work rather than sitting in a file. A firm that fits rooflights and nothing else has no excuse for making the same mistake twice.

This page was last revised on 11 August 2026.