Complaints procedure

The quickest routes are email to info@robinskylightsnottingham.co.uk, a call to 0115 775 0605, or a WhatsApp message to 07880 284133. We have no public premises, so please do not send post to a business address; there is none to use.

It helps us to have:

• your name and the address of the job;
• what is wrong, and when you first noticed it;
• photos or a short video of the problem, taken inside and from the outside where you can do so safely;
• what you would like us to do about it.

Please do not climb onto a roof to take photos. A clear picture from inside, or from the ground, is enough to begin.

1. We acknowledge it within 5 working days. You get a reply in writing saying who is looking after your complaint, so you are not left wondering whether anyone has read your message.
2. We look into it. We read your message and photos, check the job record and your written quote, and the survey notes if we took any.
3. We visit where needed. Many problems cannot be judged from a photo. Where that is the case, we arrange a visit to the property at a time that suits you.
4. We reply in writing within 20 working days of acknowledging it. You get our findings and what we propose, whether that is putting the work right, an explanation, or a different outcome. If we think we are not at fault, we say why.

If a visit, the weather or access means we cannot give a full answer within 20 working days, we write before that date to explain why and to give the date by which you will have it.

If the problem is a fault in our workmanship, such as a leak at the flashing or a rooflight that was not fitted properly, it may be covered by the 10-year workmanship guarantee we give in writing. The cover and how to claim are on our guarantee page. You can raise a guarantee claim and a complaint the same way, using the contact details above, and we will treat them together.

Faults in a product itself may also be covered by the manufacturer's own warranty. We will tell you if that applies.

We hope to settle everything directly. If we cannot, you still have options, and using them does not affect your statutory rights.

• Free advice. The Citizens Advice consumer service gives free, impartial advice on your rights and on next steps. You can reach it through citizensadvice.org.uk.
• Alternative dispute resolution. This means an independent third party, such as a mediator, helps both sides reach an agreement without going to court. We will consider taking part in a suitable scheme if you ask, and Citizens Advice can point you to the approved options. We are not required to use one, but will not refuse without good reason.
• Your legal rights. The Consumer Rights Act 2015 entitles you to services carried out with reasonable care and skill. You may pursue a claim through the courts, including the small claims route for lower-value disputes. Time limits apply, so take advice early.

We keep what you send and what we reply, along with the job record, so we can show what happened. It is handled as set out in our privacy policy. Raising a complaint will never be held against you if you want future work.

We review this page when our way of working changes. The version here is the current one, last updated in October 2026. Details of how a contract is made, and your cancellation rights, are in our terms and conditions.