We want to hear when something has not gone as it should. This page explains how to raise a complaint, what happens next and where to go if we cannot settle it between us.
How to raise a complaint
Contact us by email at info@coastlightskylightsbrightonandhove.co.uk or by phone on 01273 282313. We do not have public premises, so please use email or phone rather than post.
To help us look into it quickly, please include:
- your name, the property address and a phone number;
- the date of the survey or the work, and the quote if you have it;
- a clear description of what went wrong and what you would like us to do;
- photos of the problem, taken from inside and outside if you can do so safely. Please do not climb onto a roof to take them.
What happens next
- Acknowledgement. We will acknowledge your complaint promptly, by the same route you used.
- Review. We will go through your quote, the access plan, our job notes and your photos, and we may phone you to clear up any questions.
- Visit. If we need to see the problem, we will arrange a visit at a time that suits you. We will look at what was agreed in the written quote and compare it with what was done.
- Response. We will send you a written response within a reasonable time. It will say what we found, whether we agree and what we propose to do.
- Resolution. If we have got something wrong, we will put it right at our cost, or agree another fair remedy with you. We will confirm what has been agreed in writing and tell you when the work will be done.
Some complaints take longer, for example if we need access at a particular time or a part has to be ordered. If so, we will tell you what is happening and keep you updated.
If you are not satisfied
If we cannot settle the complaint, you have other routes open to you.
- Citizens Advice consumer helpline. The Citizens Advice consumer service gives free, impartial advice on your rights and what to do next. You can find it at citizensadvice.org.uk.
- Alternative dispute resolution. Where both you and we agree to it, a neutral third party can look at the dispute outside the courts. We will consider any reasonable proposal for this. Neither side is obliged to use it.
- The courts. You can also take legal action if you wish. You may want to take advice first.
Your statutory rights
Making a complaint does not affect your legal rights as a consumer. Those rights include the right to goods that are as described and of satisfactory quality, and to services carried out with reasonable care and skill. Nothing in this procedure removes or limits them, and using it does not stop you going to Citizens Advice or the courts.
Learning from complaints
We treat each complaint as a chance to check how we work. Where a problem points to a gap in our survey, our access plan or our quote wording, we change it.
Related pages
Our terms and conditions summarise how quotes and jobs work, and our privacy policy explains how we handle the information you send us with a complaint.
