Complaints
Policy

Allow Us to Put It Right

If you’re not completely happy with the standard of service provided by us, or the workmanship from our roofing team wasn’t as expected, we need to hear about it so we can do something to put it right. Our customers are everything to us, and we always strive to ensure we provide the very best products and service possible. We do however accept that mistakes sometimes happen, however infrequent, leaving you to not be completely satisfied. If that happens, we want you to tell us what went wrong, and give our team the opportunity to put matters right. As a business, we rely on our reputation, both locally and further afield, and we really do take pride in what we do, on both a personal and business level. We cannot continue to grow without the satifaction of our customers.

We want to make it easy for you to tell us what went wrong, to allow us to give your complaint the attention it deserves, resolve it quickly and fairly without delay, and make sure you are beyond satisfied with our response and the resolution. If you are not satisfied with any aspect of our service or products you can tell us about your complaint in various ways, including in person through a site visit, via a phone call, through our website contact form and email, or even via social media. We aim to resolve all complaints as quickly as possible, either straight away or at least within three business days. Outside of this timeframe we will write to you to inform you why we have not resolved your complaint, who is dealing with your complaint and when we will contact you again.

If we cannot agree a solution with you within eight weeks, we will send a letter giving our reasons for the delay, and an indication of when we expect to provide a final decision, or issue our final decision letter which will explain our final position. Rest assured, complaints do not happen often, and if they do, we always strive to go above and beyond to resolve them. This policy is written for compliance purposes, for the protection of both parties, in the unlikely event that you are unhappy with the services provided.

Our Process

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the eight week rule) you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below. Only complaints relating to the sale of financial services should be referred to FOS. The Financial Ombudsman Service can be contacted in writing at the following address. Further information and information about raising a claim or case can be obtained from the Financial Ombudsman Service’s website.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 0234567
Tel: 0300 1239123
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: financial-ombudsman.org.uk

Contact

TM Roofing Service N/W Limited is an Introducer Appointed Representative and provides a pure client Introduction through Improveasy Ltd., a company registered in England and Wales (Co. Reg. number 7807352). Registered Office: Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP. The firm is authorised and regulated by the Financial Conduct Authority (FRN 708623). The firm is authorised as a Broker, not a Lender and offers credit facilities from a panel of lenders. The credit is subject to application and status.