Complaints procedure

Call 01303 476263 or email info@fairviewfolkestoneroofing.co.uk. Give your address, the job, the date of the work and what is wrong. Photos help us understand the problem before we visit. We have no public premises, so the phone and email are the ways to reach us.

You do not need to use any set wording. A short message is enough, and a call that you follow up in writing keeps both sides clear on what was said.

We confirm in writing that we have your complaint and who is dealing with it. Where the complaint is about the roof, we arrange to look at it in person, then tell you in writing what we found and what we propose to do about it.

• You get our findings in writing, not a verbal summary.
• You can send us photos, quotes or reports from anyone else who has looked at the roof.
• Where a repair is due under the workmanship terms, we tell you plainly and agree the work with you.

When we send our final answer, we explain our decision and our reasons. Since 6 April 2026 the duty to tell customers about dispute resolution sits in section 308 of the Digital Markets, Competition and Consumers Act 2024, and it applies when a trader tells a consumer the outcome of a complaint. Section 308 covers any dispute resolution scheme the trader is obliged to take part in, and where one applies to us, our reply names it and explains how to use it.

The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 were revoked on 6 April 2026, so older leaflets that cite them are out of date. You can read section 308 on legislation.gov.uk.

You do not have to wait for our answer before taking advice. The Citizens Advice consumer helpline is 0808 223 1133. Citizens Advice can pass information about complaints on to Trading Standards, which you cannot do yourself, and Trading Standards does not advise individuals directly.

Under section 49 of the Consumer Rights Act 2015, a service has to be performed with reasonable care and skill. That right exists whatever we say in a reply, and it sits alongside our written workmanship terms.

If you sign at home after our survey you have 14 days to cancel, and work starts sooner only if you ask in writing. There is no cancellation right for an urgent repair visit you asked us to make.

To cancel, tell us within the 14 days. An email to the address above gives you a dated copy; if you phone instead, note who you spoke to and follow the call up in writing.

A complaint about how we handle your personal data goes to us first, using the same phone number and email. A controller that receives a data protection complaint must acknowledge it within 30 days beginning when it is received (section 164A of the Data Protection Act 2018) and then respond without undue delay.

If you are not satisfied, the regulator is the Information Commissioner's Office (ICO), on 0303 123 1113. The rules on cookies and similar technologies are in regulation 6 of the Privacy and Electronic Communications Regulations, as substituted on 5 February 2026.