Legal
Complaints Procedure
If something about a survey, quote or installation has fallen short, we want to hear about it so we can put it right.
How to raise a complaint
You can complain in whatever way suits you:
- by email to info@avonskylightsbristol.co.uk
- by phone, using the number listed on the contact page
- by talking to the fitter or surveyor on site, who will pass it on
It helps if you include your name and address, the date of the survey or job, what went wrong, and what you would like us to do. Photographs are welcome, especially for anything on the roof or around the rooflight.
What happens next
| Stage | What we do | When |
|---|---|---|
| Acknowledgement | Confirm we have your complaint and who is dealing with it | Within 3 working days |
| Looking into it | Review the job records and, if needed, visit to inspect the work | As soon as we can arrange it with you |
| Full response | Explain what we found and what we will do | Within 14 days of acknowledgement |
If an inspection or a part from the manufacturer means we need longer, we will tell you why and give you a new date.
Putting things right
Where we got something wrong, we will offer a fair remedy. Depending on the problem, that might mean returning to rectify the workmanship, replacing a faulty unit, or adjusting the price. Work covered by our workmanship guarantee is handled under its terms.
Your rights under consumer law
The Consumer Rights Act 2015 gives you rights that sit alongside anything we offer. In general terms:
- a service must be carried out with reasonable care and skill
- goods supplied, such as a rooflight, must be of satisfactory quality, fit for purpose and as described
- if they are not, you are entitled to have the problem put right or the item replaced and, if that is not possible, to a price reduction or in some cases a refund
Our complaints process does not affect these rights.
If you are still not satisfied
If our full response does not resolve things, reply and ask for it to be reviewed by the business owner, who will look at it afresh and reply in writing.
If you still feel the matter is unresolved after that, you can get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133. As a last resort, a claim can be made through the courts, and the government explains how to make a court claim for money.
Complaints about how we handle your personal data are covered in our privacy policy.
Tell us about the room
A few details is all we need. We'll come out, advise and give you a written quote.
No pressure, no obligation.