Supreme Roofing Stroud has no shopfront or office to call into, so complaints are handled by email, phone or WhatsApp rather than at a counter. Tell us in whichever way suits you. We would rather hear about a problem early, while the scaffold is still up or the photographs are fresh, than find out weeks later.
A complaint is any expression of dissatisfaction about our work, our quote, our communication or the way we treated you or your property. It does not need a special form or a particular wording.
Step one: tell us what went wrong
Phone 01453 933613, message us on WhatsApp or email info@supremeroofingstroud.co.uk. Please give us:
- the property address and the approximate dates of the work or the survey;
- what happened and what you expected instead;
- photographs, if the problem is visible, such as a slipped tile, a stained ceiling or a mark on a driveway;
- what outcome you are hoping for, whether that is a repair, a revised invoice or an explanation.
If water is coming in, say so first. Active leaks go to the front of the queue, and we make the roof safe before we discuss anything else. Catch drips in a container, move belongings clear and let us know.
Step two: we acknowledge and look into it
Our own policy is to acknowledge your complaint in writing within five working days. The acknowledgement names the person dealing with it and repeats back what we understand the problem to be, so you can correct us if we have misread it.
We then gather the job record. For a surveyed job that means the survey photographs of your roof, the written quote, any messages between us and our notes from site. Where the complaint is about workmanship, we arrange a visit to look at the work itself rather than judging it from photographs alone.
Step three: our written response
Our own target is a written response within 20 working days of your first message. It says what we found, whether we think the complaint is justified and what we propose to do. If the fault is ours, the response sets out the repair or correction, when we will do it and who will attend.
Some problems take longer to investigate, for example where weather stops us seeing whether a leak recurs. If we cannot reach a full answer inside 20 working days, we write to you before the deadline, explain why and give a date for the next update.
Complaints about a guarantee claim
Our 10-year workmanship guarantee is a written promise to put right faults in our own workmanship. It is not insurance-backed. Suppose we have ruled a fault outside the guarantee and you see it differently: treat that as a complaint and follow the steps on this page. Tell us why you think the fault is covered, send any extra photographs and we will review the decision with fresh eyes. The guarantee page explains what is and is not covered.
Complaints about a quote or an invoice
Our written quote covers the whole job, from scaffold to making good, for one price. That makes a disagreement about price easier to pin down. Tell us which line you question and we will go through it with you against the survey photographs. Where we find an error, we correct the invoice. Where the work changed on site, we show you what changed and why. The terms and conditions set out how variations are agreed.
If we cannot settle it
Most problems are settled at step three. If you remain unhappy once we have given our final written response, or if eight weeks have passed since your first complaint without an answer, you have other routes open to you.
- The Citizens Advice consumer service gives free guidance on consumer rights and can pass a complaint to Trading Standards.
- An accredited alternative dispute resolution (ADR) provider can look at a dispute where both sides agree to use one.
- You can take independent legal advice, and a household policy with legal expenses cover may pay for it.
- For a money claim, the small claims track of the county court is open to you.
Nothing on this page limits your statutory rights as a consumer.
What we do with the outcome
We keep a record of every complaint, what caused it and what we changed. If a complaint shows a gap in how we survey, quote or communicate, we alter that part of our process. We will not treat you differently on later work because you complained. Complaint records hold personal information, and the privacy policy explains how we handle it.
This procedure is a general outline for a small UK business and should be reviewed by a qualified legal adviser before it is relied on.