A problem on a roofing job is easier to put right when it is raised early, while the scaffold is still up or the work is fresh. You do not need to use any special wording or form. A short message saying what is wrong, where on the roof and when you first noticed it is enough for us to start.
This procedure covers any work we have quoted for, carried out or inspected, and any dealings you have had with us by phone, WhatsApp, email or the enquiry form. It sits alongside your legal rights as a consumer and does not replace them.
How to raise a complaint
You can contact us in whichever way suits you:
- by phone on 01243 252373
- by email to info@jjroofingbognorregis.co.uk
- by WhatsApp, using the button on any page of this site
- by post to [operator to confirm: postal address for complaints, if one is to be published]
Please include your name, the address of the property, roughly when the work was done, and a description of the problem. Photographs help a great deal: a picture of a damp patch on a ceiling, a slipped tile seen from the garden or water pooling on a flat roof often tells us more than a long explanation. Please do not climb onto the roof yourself to take them.
If you complain by phone, we will write down what you told us and send you a copy so you can check we have understood it properly.
Complaints are handled by [operator to confirm: name or role of the person who deals with complaints].
What happens after you contact us
We will acknowledge your complaint in writing within [operator to confirm: number of working days to acknowledge]. The acknowledgement tells you who is looking into it and how to reach them.
Where the complaint concerns the roof itself, the usual next step is a return visit so we can see the problem first hand and photograph it. If water is getting in, we deal with making the roof safe before anything else, and the wider question of what went wrong and who pays for the repair is settled afterwards.
We aim to send you a full written response within [operator to confirm: number of working days or weeks for a full response]. If the investigation needs longer, for example because the weather stops us getting onto the roof, we will write to explain why and give you a new date.
Our response will set out what we found, whether we accept that something went wrong, and what we propose to do about it. That might be a further repair, a return visit to finish a detail, an explanation of why the roof is behaving as it is, or another remedy agreed with you.
Your rights under consumer law
Under section 49 of the Consumer Rights Act 2015, a trader supplying a service to a consumer must carry it out with reasonable care and skill. If the work falls short of that, you can require us to put it right. Nothing in this procedure takes that right away or limits it.
If you agreed the work at your home rather than at business premises, you may also have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. Our terms and conditions explain how that works for roofing jobs, including urgent repair visits.
If you are not satisfied with our reply
If you remain unhappy once you have our full response, please tell us and ask for the complaint to be looked at again by [operator to confirm: who reviews a complaint at the second stage, for example the business owner].
The rules on alternative dispute resolution changed in 2026. The old ADR Regulations 2015 were revoked on 6 April 2026, and the Digital Markets, Competition and Consumers Act 2024 now applies. Under section 308 of that Act, when we give you the outcome of your complaint we must also tell you about any ADR or other arrangement available to you if you are dissatisfied with it.
The arrangement available for complaints about our work is: [operator to confirm: the name and contact details of any ADR provider or other dispute arrangement JJ Roofing uses, or a statement that no ADR scheme is offered]. Our written response will repeat this so you have it in one place.
Independent advice
For free, impartial advice on your position, contact the Citizens Advice consumer helpline, which runs on weekdays and has a separate Welsh-language line. The current phone numbers and opening hours are on the GOV.UK page about consumer protection rights.
Trading Standards does not give advice to individual consumers. Instead, the Citizens Advice helpline can pass your complaint to local Trading Standards officers, who may decide to investigate.
Going to court as a last resort
If the complaint still cannot be resolved, you can make a claim for money through the county court, often called the small claims court. Claims can be made online or by post, and GOV.UK explains the process and the fees. Mediation, where an impartial person helps both sides reach an agreement, can be quicker and cheaper than a hearing, so it is worth considering first.
We would much rather sort the problem out with you directly. Court should be the last step, after this procedure and any dispute arrangement have been tried.
Keeping records
We keep a written record of each complaint, what we found on the roof, the photographs taken and how it was settled. These records are held in line with our privacy policy for [operator to confirm: how long complaint records are kept].
This procedure was last reviewed on [operator to confirm: review date].