Tell us first
Most problems are easier to fix when we hear about them early. If you are unhappy with the work we have done, the way we have dealt with you, or a quote or invoice, please contact us before going anywhere else. We would much rather come back and look than have you live with something that is wrong.
How to raise a complaint
You can complain by email at info@beaconbasingstokeroofing.co.uk or by phone on 01256 213956. Email is best for anything detailed because it gives us both a record. Please include:
- your name, the property address and the best way to reach you;
- what work we did and roughly when;
- what has gone wrong, and photographs if you can take them safely;
- what you would like us to do to put it right.
If you complain by phone, we will write down the main points and send them back to you so you can check we have understood.
What happens next
- Acknowledgement within 5 working days. We confirm we have received your complaint, tell you who is dealing with it, and say what happens next.
- Investigation. We review the job records and photographs, talk to the people who worked on the job, and, where it would help, arrange to visit and inspect.
- Full response within 20 working days. We write to you with what we found, whether we agree the complaint is justified, and what we will do about it. If an inspection or a specialist opinion means we need longer, we will tell you why and give you a new date.
If the complaint concerns a defect in our workmanship, it may be dealt with under our guarantee, and we will tell you if so. In an emergency, such as water coming in, we will make the roof safe first and investigate after.
If you are still not satisfied
If our full response does not resolve things, tell us and we will look at it again, with someone not involved in the original job reviewing it where possible. If we still cannot agree, you have independent options:
- Citizens Advice consumer helpline. Free, impartial advice on your rights and how to take a complaint further, on 0808 223 1133 or through the Citizens Advice website.
- Alternative dispute resolution. An independent provider can help both sides reach an agreement without going to court. Our final response will tell you whether we are willing to use alternative dispute resolution and, if so, which provider.
- The small claims court. For claims up to the small claims limit in England and Wales, you can make a court claim for money online. The process is designed to be used without a solicitor.
Raising a complaint with us does not affect your statutory rights, including those under the Consumer Rights Act 2015.
If the problem is urgent
A complaint about a leak that is getting worse should not wait for a letter. Phone us, say it is urgent, and we will treat making the roof safe as the first step, with the formal complaint running alongside it.
How we use complaints
We keep a record of each complaint and what we did about it, and we look back at them to find anything we should change in how we survey, quote or carry out work. Personal details are handled as described in our privacy policy.
This procedure is a starting point written in plain English. It has not yet been reviewed by a solicitor, and the owner of Beacon Basingstoke Roofing should have it checked against the business's own circumstances before relying on it. Last updated October 2026.
