Complaints Procedure
If something has not gone right, here is how to tell us and how we will put it right.
At Legge Roofing, we are committed to providing high-quality services and ensuring customer satisfaction. However, if you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns. This complaints procedure outlines how you can make a complaint and how we will handle it.
How to Make a Complaint
If you have a complaint, please contact us as soon as possible. You can make a complaint by:
- Email: Send details of your complaint to [business email].
- Phone: Call us on [business phone number] and ask to speak to a manager.
- Post: Write to us at [business address] with full details of your complaint.
What to Include in Your Complaint
To help us resolve your complaint efficiently, please provide the following details:
- Your full name and contact details.
- A clear description of the issue, including relevant dates and locations.
- Any supporting documents or photographs, if applicable.
- What outcome you would like to see.
How We Handle Complaints
- Acknowledgement: We will acknowledge your complaint within 5 working days of receiving it.
- Investigation: We will review the details, speak to relevant team members, and assess any supporting evidence.
- Response: We aim to provide a full response within 14 working days. If more time is needed, we will inform you and provide an estimated resolution timeframe.
- Resolution: If the complaint is upheld, we will take appropriate action to resolve the issue and prevent similar occurrences in the future.
Escalation Process
If you are not satisfied with our response, you can request for the complaint to be reviewed by a senior manager. If you are still dissatisfied, you may seek external resolution through relevant industry bodies or regulatory authorities.
Contact Us
If you have any questions about this complaints procedure, please get in touch with us.
How our complaints procedure works
If something has not gone right, we want to know so we can put it right. Our complaints procedure is simple. Contact us by phone on 0191 245 9915 or by email at info@legge-roofing.com, tell us what happened and include any photos. We will acknowledge your complaint, look into it properly and, where needed, arrange a visit to inspect the work.
We will explain what we have found and what we will do about it, in writing. Most issues are resolved quickly by talking them through. If you are not satisfied with the outcome of our complaints procedure, Citizens Advice can give independent advice on your rights.
See also our customer charter and contact page.