Our approach to complaints
If something about our work or service has fallen short, we want to hear about it early and put it right. This page explains how to raise a complaint, what happens next and where to go if you are still unhappy.
It is a plain-English starting point, and the operator of the business should have it reviewed against their own practice before relying on it. A complaint does not affect your legal rights, or the 10-year workmanship guarantee described on the guarantee page.
How to raise a complaint
You can complain in whichever way suits you. Email is best because it leaves a clear record, but WhatsApp, the form on the contact page or the quote form on any page all reach us.
- Email info@clearskylightscrawley.co.uk with the word complaint in the subject line.
- Send a WhatsApp message to the business number shown on the contact page.
- Use the form and choose to describe the problem in your own words.
Please give your name, the property address or postcode, the date of the work or quote, what went wrong and what you would like us to do. Photographs help a great deal, especially for glazing, seals, flashings or internal finishes.
What happens after you write
Each complaint is read by the person who runs the business, not passed down a line. We aim to keep to the following timescales.
| Step | Our target |
|---|---|
| Acknowledgement | Within 2 working days |
| Site visit, if needed | Within 10 working days |
| Written response | Within 15 working days |
If the matter needs a site visit, a manufacturer's view or a check of the paperwork, we will say so and give you a revised date instead of leaving you waiting. The written response sets out what we found, what we propose and by when. Where the fault is in our workmanship, putting it right under the guarantee comes first.
If you are not satisfied with the answer
Ask for your complaint to be reviewed. Reply to our response, say why you disagree and what you would still like changed. A second look is carried out from the records and, where sensible, a fresh visit. We will reply in writing within 10 working days of your request for a review.
For anything involving the terms of your quote, look at the terms and conditions first, because the written quote for your job is the governing document.
Independent help and dispute resolution
If we cannot settle a complaint between us, you can ask for help from outside the business. Alternative dispute resolution (ADR) means an independent body helps both sides reach a fair outcome without going to court. A consumer can use an ADR provider, and the business must consider it. We will tell you if an ADR provider applies to your case when we send our final reply, and you can ask us about it at any time.
Citizens Advice and your local authority's trading standards service can explain your consumer rights, and the courts remain open to you. Most disputes about a home improvement contract in England and Wales can go to the small claims track where the sum is modest. For a complaint about how we handled your personal data, see the privacy policy, which names the regulator.
How we use what we learn
Every complaint is recorded. We look for the cause, whether in the survey, the specification in the quiet spec, the fitting or the communication, and change how we work if it points to a pattern. Complaint records are kept securely and only used for handling the complaint and improving the service.
If you are still deciding whether to have work done, get a quote and read it carefully before you agree.