Start by telling us
Many problems can be sorted out with a conversation, so the first step is simply to let us know. You can email us or send a WhatsApp message. It helps if you include:
- your name and the address where the work was done;
- the date of the survey or installation, if you have it;
- what the problem is and what you would like us to do about it;
- photos, if the complaint is about the finished work.
If the issue is water coming in or a unit that will not close, say so at the start of your message so we can look at it first. Where it concerns our workmanship, the details on our guarantee page also apply.
After you get in touch
These are the timescales we hold ourselves to:
Our complaint timescales
- Acknowledgement within 3 working daysWe confirm we have your complaint and tell you who is dealing with it.
- Visit if neededIf we need to see the work, we offer a visit, normally within 10 working days.
- Written response within 14 working daysWe set out our findings and whether we agree, and say what we will do about it. If we need longer, we tell you why and give a new date.
- Putting it rightIf we agree something needs doing, we confirm a date in writing and carry out the work.
If you are not satisfied with our response
Reply to our written response explaining what you disagree with. The complaint will then be looked at again from the beginning, including the survey sheet, the quote, photos and anything you send us, and we will give you a final written response within 14 working days of your reply.
Our final response will explain our position and the reasons for it, and remind you of the independent routes still open to you, from Citizens Advice to the small claims track of the county court.
Independent advice and other routes
You do not have to wait for our process to finish before seeking advice, and using it does not affect your legal rights.
- Citizens Advice gives free, independent consumer advice and can explain your rights under the Consumer Rights Act 2015. Its consumer helpline is on 0808 223 1133, or visit citizensadvice.org.uk.
- Trading Standards at your local council (BCP Council, Dorset Council, Hampshire County Council or Wiltshire Council, depending on your address) deals with consumer issues, usually referred through Citizens Advice.
- Mediation or another form of alternative dispute resolution can be used if both sides agree to it.
- You can make a claim through the courts. For smaller amounts, the small claims track of the county court is designed to be used without a solicitor.
How we use what you tell us
We keep a record of each complaint and how it was resolved, and we use it to improve how we survey and fit. The details are handled as set out in our privacy policy. Our terms and conditions explain the rest of how we work.
Contact us about this page
Sandbanks Skylights Bournemouth is a service-area business with no public premises. Email info@sandbanksskylightsbournemouth.co.uk or call 01202 923472.