We want every survey, quote and installation to go well. If something has gone wrong, or you are unhappy with how you have been treated, we would rather hear about it early so that it can be put right. Raising a complaint costs nothing and does not affect your legal rights.
How to raise a complaint
Send your complaint in writing, by email to info@supremeskylightsnewport.co.uk or by WhatsApp to 07880 284133. A written record helps both of us keep track. We have no office open to callers, so please use one of these two routes.
It helps to include:
- your name and the address of the property;
- the date of the survey or installation, if you have it;
- what has gone wrong and when you first noticed it;
- photos or a short video, where the problem can be seen;
- what you would like us to do about it.
If writing it down is difficult for you, tell us in a short message and we will agree another way to take the details.
Acknowledgement
We will acknowledge your complaint in writing, confirm that we have it and say what happens next.
Looking into it
We review the job records, your quote and anything you have sent. Where the problem needs to be seen in person, such as a leak or a fault with an opening rooflight, we will arrange a visit at a time that suits you.
Once we have looked into it, we will send you a full written response. Some matters take longer, for example when a manufacturer has to inspect a product. In that case we will tell you why, and keep you updated until we can reply in full.
Our response
The written response will set out what we found, whether we agree that something went wrong, and what we propose to do. Where the problem falls under our 10-year workmanship guarantee, we deal with it under the terms set out on our guarantee page. A fault in a product itself may also be raised with its maker under the manufacturer's warranty, and we can help you with that.
If you are still unhappy
Reply to our response and say what remains unresolved. The complaint will be looked at again and you will receive a final written response. That final response will also say whether we are willing to use an alternative dispute resolution provider.
Beyond that, you can seek independent advice. Citizens Advice runs a consumer service for England and Wales, which can explain your rights and pass details to Trading Standards where appropriate. You may also be able to bring a claim through the small claims track of the county court.
Other kinds of complaint
A concern about how we handle your personal data can be raised by the same routes. Our privacy policy explains your data rights and how to contact the Information Commissioner's Office. Problems using the website itself are covered in our accessibility statement. The legal terms that govern our work are on our terms and conditions page.