Complaints Policy

Our Commitment

Conservatory Roof Services is committed to providing a high-quality service to all customers. We take complaints seriously and aim to resolve any issues promptly, fairly, and professionally. This policy explains how to raise a complaint and what you can expect to happen.

How to Raise a Complaint

If you are unhappy with any aspect of our service — whether relating to the quote process, the installation, workmanship, or aftercare — please contact us through any of the following channels:

• Phone: 0800 019 7529
• Email: [email protected]
• Post: Conservatory Roof Services, Manchester, Greater Manchester

Please provide your name, address, contact number, the date of your installation or enquiry, and a clear description of the issue. If you have photographs that support your complaint, please include them.

What Happens Next

1. Acknowledgement: We will acknowledge your complaint within 2 working days of receiving it.
2. Investigation: We will review the matter thoroughly, which may include contacting the installation team or reviewing photographs and documentation.
3. Response: We aim to provide a full written response and proposed resolution within 10 working days. If we need more time, we will let you know.
4. Resolution: Where a complaint is upheld, we will take reasonable steps to put things right — including remedial work, replacement of materials, or a partial refund as appropriate.

If You Are Not Satisfied With Our Response

If you are not satisfied with how we have handled your complaint, the following trade-association and quality-scheme routes may apply:

• The Consumer Protection Association (CPA) — As members of the CPA, your deposit and Insurance Backed Guarantee are independently backed. The CPA operates a formal dispute resolution process.
  www.thecpa.co.uk
• IWA — Our IWA membership provides additional guarantee protection and an independent review route.
  iwa.biz
• TrustMark — For work within our registered trades and scope, TrustMark publishes a staged complaints process after you have first raised the issue with us. This may involve the relevant Scheme Provider and, where applicable, the Dispute Resolution Ombudsman.
  TrustMark complaints process

Record Keeping

We keep a record of all complaints received, the actions taken, and the outcomes in order to identify patterns and improve our service. All complaint records are held securely in accordance with our Privacy Policy.