Complaints Procedure

We want every rooflight and skylight job to go well, but if something goes wrong, or you are unhappy with how we have dealt with you, we want to know. This procedure explains how to raise a complaint with Dockside Skylights Liverpool, who handles it, the timescales we work to and what you can do if we cannot agree.

You can complain in whichever way suits you:

• by email to info@docksideskylightsliverpool.co.uk
• by phone on 0151 380 0761
• by WhatsApp message

We have no public premises, so complaints cannot be made in person at an office, but we will come to you if the complaint is about work at your home.

It helps if you tell us your name and address, the date of the work or your quote, what has gone wrong, and what you would like us to do. Photos are useful where the problem can be seen. If it is easier, call us and we will write the complaint down for you and send you a copy.

If water is coming into your home, say so straight away. That is treated as urgent, separately from the rest of the process.

1. We acknowledge it. We confirm promptly that we have your complaint and tell you who is dealing with it.
2. We look into it. We review the job records and, where useful, visit to see the problem. We arrange any visit at a time that suits you.
3. We respond in writing. We then send you a written response explaining what we found and what we propose. If a matter takes time, for example because a manufacturer must inspect a product, we tell you why and when to expect our answer.
4. We put things right. If we agree something needs to be done, we agree a date with you and send written confirmation once it is done.

Tell us, and the complaint will be reviewed again by the business owner, who was not involved in the first response where that is possible. We then send you a final written response, and we tell you when to expect it. That final response will say clearly that it is our final position.

If we cannot resolve your complaint between us, alternative dispute resolution (ADR) offers an independent way to settle it without going to court. When we send our final response, we will give you the name and website of an ADR provider that deals with home improvement disputes and tell you whether we agree to use it. You can also get free, independent advice from the Citizens Advice consumer service at citizensadvice.org.uk or on 0808 223 1133.

You can also take a claim to court. Many disputes about home improvement work of this kind fall within the small claims track of the county court, which is designed so people can bring a claim without a solicitor. You can find out how to start a claim on the government's make a court claim for money page. Using our complaints procedure first does not affect your right to do this.

This procedure leaves your rights under consumer law, including the Consumer Rights Act 2015, untouched. Our 10-year workmanship guarantee and the manufacturer's product warranty are in addition to those rights. Our terms and conditions set out how the contract works.

We keep a record of every complaint and how it was resolved, in line with our privacy policy, and we use what we learn to improve how we work.