Complaints Procedure

Get in touch as soon as you can, so we can look into it while everything is fresh. The quickest ways are the same as on our contact page:

• Email info@skylightsonsea.co.uk
• Call 01702 898232

It helps if you can tell us your name, the address the work was carried out at, roughly when we did the job, and a clear description of what has gone wrong or what you are unhappy about. Photographs are useful where the concern is about the work itself. As a service-area business we do not have a public office, so please use email or phone rather than calling in person.

We aim to acknowledge every complaint within three working days, so you know it has reached the right person and is being dealt with. In that acknowledgement we will tell you who is handling it and what we need from you, if anything.

We will then look into what happened. Where the concern is about the installation, that usually means arranging to inspect the work at a time that suits you. We aim to give you a full response within fourteen working days of acknowledging the complaint. If a matter is more involved and needs longer, we will tell you why and give you a revised date rather than leave you waiting.

If we have made a mistake, we will say so and explain how we will fix it. Where the issue falls under our workmanship guarantee, we will carry out the remedial work at no cost to you. Where the cause turns out to be something outside our work, we will explain what we have found and, where we can, set out your options.

If our response does not resolve things, tell us and we will take a further look, with a fresh pair of eyes where possible. We want to reach a fair outcome directly with you.

Beyond that, you have routes that do not depend on us. You can seek advice from Citizens Advice, which offers free guidance on consumer issues, and depending on the nature of the work you may be able to refer the matter to an alternative dispute resolution scheme or pursue it through the courts. Your rights under the Consumer Rights Act 2015 are unaffected by this procedure.

We treat every complaint as a chance to put something right and to do better next time. You will always be dealt with politely, your concern will be taken seriously, and you will not be treated any differently for having raised it. All correspondence should be sent to info@skylightsonsea.co.uk or made by phone on 01702 898232.