Most problems are easiest to fix when they are raised early, while the scaffold may still be up and the details are fresh. Please do not wait for a formal letter: a phone call or an email is enough to start this procedure. We have no public premises, so complaints come to us by email at info@watertightworthingroofing.co.uk or by phone on 01903 299063. This page was last updated on 20 October 2026.
01
Step one: tell us what has gone wrong
Give us the essentials so we can look into it without delay:
- your name, phone number and the address where the work was done;
- roughly when the work was carried out, and the quote or invoice if you have it;
- what the problem is, when you first noticed it, and whether it is getting worse;
- pictures, if you can take them safely from the ground or indoors, of a damp patch, a slipped tile or a dripping gutter;
- what you would like us to do to put it right.
Water coming through the ceiling? Put that in your first sentence. Active leaks are handled as urgent whatever else is being discussed, and the roof is made safe first.
02
Step two: we look into it
We confirm that we have your complaint and tell you who is dealing with it. Where the complaint is about the roof itself, we normally arrange a visit, because a roof fault has to be seen to be judged. We take pictures on that visit, as we do at every survey, and share them with you.
We then work out what has happened. Sometimes the cause is in our work, such as a flashing that has lifted or a ridge fixing that has failed. Sometimes it is something separate, such as a blocked gutter further along the terrace or a part of the roof we did not work on. Either way, we explain what we found and why, using the pictures.
03
Step three: our answer and putting it right
We give you our answer in writing. If the fault is in our workmanship, we put it right, as the our guarantee page describes. If we believe the problem has another cause, the written answer names that likely cause and the options for dealing with it.
Your rights in law sit alongside all of this. Section 49 of the Consumer Rights Act 2015 sets reasonable care and skill as the standard for any service, and section 54 entitles you to repeat performance when a trader falls below it. Our terms and conditions explain how these apply to roof work.
04
If you are still not satisfied
Since 6 April 2026, section 308 of the DMCC Act 2024 has required a trader, when it tells a consumer the outcome of a complaint, to tell them about any alternative dispute resolution (ADR) or other arrangement available if they are unhappy with that outcome. Our written answer to your complaint will include that information.
You can also take independent advice about your options, including going to court as a last resort. We would much rather settle things with you directly, and we keep the door open to talk at every stage.
05
Complaints about insurers or personal data
Some complaints are not really about us. If your problem is with an insurer's decision about storm damage, the first step is the insurer's own complaints process. According to the Financial Ombudsman Service, a policyholder who has waited eight weeks without a final response, or who disagrees with that response, may refer the matter to the ombudsman; the time limit for doing so is 6 months, counted from the final response letter. Its service is free.
If your complaint is about how we have handled your personal information, our privacy policy explains how to raise it with us and with the Information Commissioner's Office.