Neal Roofing · Contract & Customer Information
Complaints Procedure
Our formal procedure for raising concerns, reviewing project information, investigating alleged defects and working towards a fair and proportionate resolution.
Contract Document Suite
The contractual framework in one place.
This Complaints Procedure forms part of Neal Roofing’s wider contractual and customer-information framework. Your accepted quotation remains project-specific and should be read together with the contractual documents applicable to your Works.
01
Roofing Works Terms
Terms applying to substantial roofing, replacement, refurbishment, leadwork and project-based roofing Works.
→ 02Repairs & Maintenance Terms
Terms applying to isolated repairs, investigation, maintenance and limited-scope roofing interventions.
→ 03Payment Terms
Deposits, interim payments, final accounts, Variations and sums properly due under the Contract.
→ 04Roofing Guarantees
Workmanship guarantees, insurance-backed protection, manufacturer warranties and project records.
→ 05Consumer Cancellation
Statutory cancellation information for qualifying consumer contracts and early-start instructions.
→ 06 Current DocumentComplaints Procedure
Our procedure for raising concerns, investigation, response and resolution.
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Our Approach
Concerns should be investigated properly and resolved proportionately.
Neal Roofing aims to provide professional roofing services supported by clear communication, appropriate project records and accountable customer care.
If you have a concern about our service or work, please tell us as soon as reasonably practicable. Early notification helps us identify the project, establish the circumstances and inspect the work where this is necessary.
Our objective is to establish the relevant facts, consider the agreed contractual scope and determine an appropriate response. Raising a complaint does not affect any statutory rights available to you.
Complaints Process
A structured route from concern to resolution.
The process gives both the customer and Neal Roofing a reasonable opportunity to provide relevant information, establish the cause of the concern and determine the appropriate next step.
01
Raise the concern
Tell us what has happened and provide the project reference, property details and supporting information where available.
02
Project review
We review the relevant quotation, specification, correspondence, photographs and other available project records.
03
Inspection
Where appropriate, we inspect the affected work so that its condition and the reported concern can be properly assessed.
04
Response & resolution
Once sufficient information is available, we explain our findings and identify the action we consider appropriate.
Stage 01
Raising a Complaint
A complaint should be raised with Neal Roofing as soon as reasonably practicable after the matter giving rise to the concern becomes apparent.
Complaints may be submitted using the form below or sent in writing to admin@nealroofing.com.
Please identify that your communication is a complaint and provide enough information for us to identify the relevant project and understand the issue being raised.
Stage 02
Information We May Require
Depending upon the nature of the complaint, useful information may include:
- your name and contact details;
- the property or project address;
- the quotation or project reference;
- a clear description of the concern;
- when the issue first became apparent;
- photographs or videos where relevant;
- details of any emergency action already undertaken;
- relevant correspondence or documentation; and
- the outcome or action you are seeking.
We may request additional information where reasonably necessary to understand or investigate the complaint.
Stage 03
Review & Investigation
Once sufficient information is available, we will review the complaint and the project records relevant to it.
These may include the accepted quotation, scope or specification, written Variations, correspondence, photographs, site records, invoices, certification and other records relating to the Works.
The purpose of the investigation is to establish, so far as reasonably practicable, what work was agreed, what was undertaken and the cause and significance of the issue being reported.
Stage 04
Inspection & Opportunity to Rectify
Where a complaint concerns an alleged defect in work undertaken by Neal Roofing, an inspection may be necessary before responsibility or an appropriate remedy can be determined.
Please allow us a reasonable opportunity to inspect.
Except where emergency intervention is reasonably necessary, Neal Roofing should normally be given a reasonable opportunity to inspect an alleged defect before our work is altered, dismantled or removed by another contractor.
Where Neal Roofing is responsible for defective work, we should also normally be given an appropriate opportunity to rectify that work.
This does not prevent reasonable emergency measures being taken where necessary to protect people or property or mitigate further damage.
If emergency intervention has been necessary, please retain photographs and reasonable records of the condition before alteration wherever practicable.
Stage 05
Our Response
Once we have sufficient information to reach a reasoned position, we will communicate our findings and proposed next steps.
The time required will depend upon the nature and complexity of the complaint, whether an inspection or further technical information is required and the availability of relevant project records.
We aim to deal with complaints without unnecessary delay, while allowing sufficient time for the matter to be investigated properly.
Stage 06
Resolution
The appropriate outcome will depend upon the circumstances and the findings of the investigation.
Where Neal Roofing accepts responsibility for defective work within our contractual or legal responsibility, the appropriate response may include inspection, further investigation, remedial work or another proportionate resolution.
Where the reported issue is outside our contracted scope, results from an unrelated or pre-existing defect, has been caused by subsequent work or circumstances for which we are not responsible, we will explain the basis of our position.
A complaint does not of itself establish that Neal Roofing is responsible for the matter complained of. Equally, the existence of contractual limitations does not exclude rights or remedies which cannot lawfully be excluded.
Stage 07
Further Escalation
We encourage customers to complete Neal Roofing’s internal complaints process first so that we have a proper opportunity to investigate the concern and seek a direct resolution.
Where a complaint cannot be resolved directly, further dispute-resolution routes may be available depending upon the nature of the Contract, the customer, the Works and any applicable trade-body or contractual arrangements.
NFRC Member Complaints
Where Neal Roofing was an NFRC member in relation to the relevant work and the complaint falls within NFRC’s scope, NFRC may provide a conciliation route after the customer has first raised the matter through the contractor’s own complaints procedure.
NFRC is a trade association rather than a statutory regulator, and its complaint service is subject to its own eligibility requirements, scope and procedure.
Stage 08
Contractual & Statutory Rights
Complaints are considered having regard to the work Neal Roofing was instructed to undertake, the accepted quotation, applicable specification, written Variations, relevant project records and the contractual terms applying to the Works.
Nothing within this Complaints Procedure is intended to exclude or restrict any statutory right, remedy or liability which cannot lawfully be excluded or restricted.
Making a complaint does not prevent either party from exercising rights available under the Contract or applicable law.
Formal Complaint
Submit your complaint.
Please provide sufficient information for us to identify the project and understand the concern. Your submission and any supporting information provided may form part of the relevant project and complaints record.