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Complaints Policy

Last updated: May 2025

Our Commitment

AGT Roofing & Guttering Contractors is committed to providing a high standard of workmanship and customer service on every job we undertake. We recognise that problems can occasionally arise, and we take all complaints seriously. Our aim is to resolve any concern quickly, fairly, and with as little inconvenience to you as possible. If we have fallen short of the standard you expected, we want to hear from you so we can put things right and learn from the experience.

What We Consider a Complaint

A complaint is any expression of dissatisfaction relating to AGT Roofing & Guttering Contractors, including but not limited to:

  • The standard or quality of workmanship carried out
  • Materials used or supplied
  • The conduct or professionalism of our team members
  • The cost of work or a discrepancy between quoted and charged amounts
  • Timescales or delays in completing agreed work
  • Communication or responsiveness during or after a job

All complaints are treated equally and with the same level of care, regardless of the scale of the work involved.

How to Make a Complaint

We ask that complaints be submitted in writing so that we can record and respond to them accurately. Please contact us using one of the following methods:

To help us investigate your complaint as efficiently as possible, please include the following information:

  • Your full name and contact details
  • The address where the work was carried out
  • The date or approximate period when the work was completed
  • A clear description of the issue and how it has affected you
  • Any relevant photographs or supporting documentation, if available

Our Process

Stage 1 — Acknowledgement: We will acknowledge receipt of your complaint within 3 working days. A member of our team will contact you to confirm we have received your complaint and to discuss the next steps.

Stage 2 — Investigation and Resolution: We aim to investigate all complaints and provide a full response within 14 working days. Where a site visit is required to assess the issue, we will arrange this at a time convenient for you. If the complaint relates to workmanship that falls within the scope and duration of your written guarantee, any necessary remedial work will be carried out at no additional charge.

Stage 3 — Final Response: If we are unable to resolve your complaint within 14 working days, we will write to you explaining the reason for the delay and provide a revised timescale. Once our investigation is complete, we will issue a written response setting out our findings and any proposed resolution.

Your Guarantee Rights

All workmanship carried out by AGT Roofing & Guttering Contractors is backed by a written guarantee, the specific terms of which are confirmed at the point of job completion. Where a complaint concerns work that falls within the guarantee period and scope, we will remedy the defect at no cost to you. Please refer to the guarantee document issued at the time of your job for the applicable duration and conditions.

Escalation

If you are not satisfied with the outcome of our internal complaints process, you may refer your complaint to one of the following independent bodies:

  • National Federation of Roofing Contractors (NFRC) — the principal trade body for the UK roofing industry
  • TrustMark — the Government-endorsed quality scheme for tradespeople
  • Citizens Advice Consumer Helpline — which can refer matters to Trading Standards where appropriate

We will cooperate fully with any third-party mediation process.

Continuous Improvement

We review all complaints internally to identify any recurring issues or training needs. Feedback from our customers — including complaints — directly informs how we improve our service. We are grateful to customers who take the time to raise concerns formally, as this helps us maintain the standards we set for ourselves.

Your personal information submitted as part of a complaint will be handled in accordance with our Privacy Policy and retained for 12 months from the date of resolution.