We always want to give you the best service possible, but sometimes we fall short.
To make the process of complaining to Rooftop easier we have updated and simplified our complaints process.
You can find a link to the Complaints Guide at the bottom of every page of our website.
Complaints - A guide for customers
It is important to us that you are happy with the service we provide, but sometimes things do go wrong. When this happens, we want to ensure we put things right promptly and that we learn from your experiences.
When we are dealing with your complaints we promise we will:
- Take your complaint seriously
- Carry out a thorough investigation
- Keep you informed and updated throughout the process
- Respect your choice in how you want us to contact you
- Give you a clear explanation of how your complaint will be dealt with
- Be open and honest about what we are doing
- Try and resolve your complaint as quickly and effectively as possible
- Keep to the timescales we have agreed with you
- Treat you with respect and keep any information you give us as confidential