Complaints Procedure

• Call +44 7837 994001 — fastest route, especially if water is getting in.
• Email contact@bmroofingsolutions.co.uk with the job address, the date of the work and photographs if you can take them safely.

Please never climb onto a roof to gather evidence. Photographs from the ground or a window are enough.

• We acknowledge your complaint within 5 working days.
• We arrange an inspection where one is needed, usually within 10 working days, sooner if the roof is actively leaking.
• We give you a written outcome and a plan to put it right, aiming to resolve everything within 30 days.
• If a claim falls under the workmanship guarantee, remedial work is carried out at no charge.

• Contact the Citizens Advice consumer service for free advice on 0808 223 1133 or at citizensadvice.org.uk/consumer. They can refer matters to Trading Standards.
• You may also ask us to agree to independent alternative dispute resolution (ADR), or take the matter to the small claims court.
• If the complaint concerns your personal data, see the privacy policy for the ICO route.

We are not currently a member of an ombudsman scheme, so ADR is voluntary on both sides — we will consider any reasonable request.

Nothing in this procedure affects your rights under the Consumer Rights Act 2015 to work carried out with reasonable care and skill, or your right to go to court.