Alternative Dispute Resolution

We always endeavour to provide the best service for our customers. However, on rareoccasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everythinghas been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 01491 579659,or write to us atBondright Roofing Services, Unit 18, Manor Farm, Peppard Common, Henley-on-Thames, RG9 5LAor email us at admin@bondrightroofing.co.uk and we aim to respond within 7 days of receiving your complaint and where possible, will provide youwith a date to remedy any issues raised.

Bondright Roofing Complaint Procedure:

  • Record complaint details and acknowledge complaint
  • Confirm contacts for all concerned parties
  • Collate all necessary paperwork
  • Undertake full investigation ensuring procedures have been followed in accordance with company policy
  • Schedule management meeting
  • Make site visit as necessary
  • Report in witting to complainant / forward correspondence to client
  • Inform any necessary organisations/federations
  • Reach full and final conclusion / settlement
  • Take necessary action by undertaking works / or amending costs associated with complaint
  • Engage procedures to ensure satisfaction of all parties concerned
  • Ensure paperwork is retained for future reference
  • Management meeting to discuss and close-out

Where we are unable to resolve your complaint using our own complaints procedure, as a Which?Trusted trader we use Dispute Resolution Ombudsman(also known as Alternative Dispute Resolution) for dispute resolution. In the unlikely eventthat we cannot remedy your complaint to your satisfaction you may wish to refer your complaint tothem. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 2413209.

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