Complaints Resolution

While we encourage consumers to resolve complaints with their roofing contractor, we understand that this isn't always possible. Our complaints resolution guide outlines how we can work with you to resolve your complaint.

Making a complaint

We have been assessing the competence of our contractors for many years, and take our assessment procedures very seriously. Our aim is to ensure roofing work is completed to the highest industry standards by reputable contractors. 

However, should you be in the unfortunate position of needing to make a complaint about one of our registered contractors, we have developed what we believe to be a robust and fair complaints process. 

 

How to make a complaint

  1. Download our Complaints Resolution Process.
  2. Gather as much evidence as you can about the work done.
  3. Fill in the complaints form on our Contact Us page, selecting Complaint as the enquiry type. Alternatively call us on 020 7448 3189 to discuss your options.
  4. Once we have received your complaint, you will be contacted by a member of our customer relations team within 24 hours to acknowledge receipt of your complaint and to advise if your complaint is within our scope.
  5. If the complaint is deemed to be within our scope, it will be passed to an independent reviewer, who will manage your complaint to resolution.
  6. NFRC CPS will liaise directly with the complainant or a nominated person who will deal with the complaint.
  7. If you do not agree with the outcome of the complaint resolution process you are able to appeal the decision in writing by emailing [email protected] within 10 working days.
  8. An independent appeal investigator will be assigned your appeal. Additional information or evidence may be requested.
  9. We will aim to notify you of the outcome of your appeal within 30 days of initial receipt, unless additional time is required to gather further evidence.