Clearview Skylights Complaints Procedure

If you are unhappy with any part of our rooflight or skylight work, or with how we have dealt with you, we want to hear about it so we can put it right.

This procedure covers the survey, the quote, the installation or replacement itself, how we left your home, and anything under our 10-year workmanship guarantee. It sits alongside your statutory rights and does not reduce them in any way.

The simplest way to raise a complaint is by email, so there is a written record from the start.

Send it to info@clearviewskylightspeterborough.co.uk. You can also message us on WhatsApp, but we will ask to confirm the details by email so both of us have them in writing. It helps if you include:

Clearview Skylights has no public premises. We come to you for every survey and installation, and all contact is through the survey form, email or WhatsApp.

• your name, the address where the work was done and the date of the work;
• what the problem is and when you first noticed it;
• photos, if you can take them safely from inside the room or from the ground;
• what you would like us to do about it.

Please do not go onto the roof to look. If water is coming in or glass is damaged, keep people clear of the area, move belongings out of the way and tell us straight away.

Every complaint is read by someone who can make a decision on it, and we aim to keep to the timescales below.

If a complaint needs longer, for example because a manufacturer has to inspect a product, we will tell you why and give you a new date. Where there is a risk of damage to your home, we treat the complaint as urgent and aim to act sooner.

When a complaint shows our work fell short, we put it right at no cost to you.

That can mean returning to adjust or redo part of the installation, replacing a component we fitted, or making good any finishes we disturbed. Our workmanship guarantee runs for 10 years from completion and is not insurance-backed; the details are on our guarantee page. Where the problem lies with a product rather than our fitting, such as a sealed glazing unit that has failed, we will help you make a claim under the manufacturer's warranty and explain what it covers.

If we conclude that the problem is not caused by our work, we will explain our reasons in writing and tell you what we saw, so you can decide what to do next.

Our complaints procedure is in addition to your legal rights, never instead of them.

Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If it is not, you are entitled to ask us to put it right, and if that is not possible within a reasonable time or without significant inconvenience, you may be entitled to a price reduction. Our terms and conditions set out how these rights apply to a quote and a contract with us.

If our written reply does not resolve things, tell us, and the matter will be reviewed again by the person responsible for the business.

You are also free to seek independent advice at any stage. The Citizens Advice consumer service gives free guidance on disputes with traders and can tell you about options such as alternative dispute resolution. For a dispute that cannot be settled, the small claims procedure in the county court is open to consumers in England and Wales. Where the complaint concerns Building Regulations compliance, the local authority Building Control team can also advise.

We keep a record of each complaint and what we did about it, and we use it to improve how we plan and install.

Details of your complaint are used only to deal with it and to honour your guarantee, and they are kept with the job record. This procedure was last updated in September 2026. To start a complaint, or to ask anything about this page, email info@clearviewskylightspeterborough.co.uk.