Complaints Policy and Procedure

Our aim:

Environmental Roofing Services Limited is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.

At Environmental Roofing Services Limited we recognise that a customer will be expressing their dissatisfaction and we define this in this way:  Complaint – This is where the customer is dissatisfied with the way in which their product was sold or described to them.   Claim – This is dissatisfaction with the product or fitting of that product.

Therefore, we aim to ensure that:

  • Making a complaint or claim is as easy as possible;
  • We treat a complaint or claim as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • We deal with it promptly, politely and, when appropriate, confidentially;
  • We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
  • We learn from complaints and claims, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

  • Resolve informal concerns quickly;
  • Keep matters low-key;
  • Enable mediation between the complainant and the individual to whom the complaint or claim has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Environmental Roofing Services Limited defines a complaint or claim as ‘any expression of dissatisfaction (with Environmental Roofing Services Limited, with a member of staff, or with a business partner) that relates to Environmental Roofing Services Limited and that requires a formal response.

The formal complaints procedure is intended to ensure that all complaints and claims are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Retailer Limited responsibility will be to:

  • Acknowledge the formal complaint in writing;
  • Respond within a stated period of time;
  • Deal reasonably and sensitively with the complaint;
  • Take action where appropriate.

A complainant’s responsibility is to:

  • Bring their complaint, in writing, to Environmental Roofing Services Limited attention normally within 8 weeks of the issue arising;
  • Raise concerns promptly and directly with a member of staff in Environmental Roofing Services Limited;
  • Explain the problem as clearly and as fully as possible, including any action taken to date;
  • Allow Environmental Roofing Services a reasonable time to deal with the matter;
  • Recognise that some circumstances may be beyond Environmental Roofing Services control.

Responsibility for Action:  All Staff of Environmental Roofing Services Limited.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Environmental Roofing Services maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: Environmental Roofing Services Limited will produce annually an anonymised report of complaints made and their resolution.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should call, write or email to, so that Environmental Roofing Services has a chance to put things right.  If your complaint concerns a member of Environmental Roofing Services Limited staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 28 working days. 

You can contact us to complain by calling 0333 3700421 or email or in writing to:  F4, The Cotton, Mather Lane, Leigh, WN7 2PW.