If something about your enquiry, survey, quote or installation has disappointed you, we want to hear about it and put it right. Here is how to raise it and what happens next.
How to raise a complaint
Email info@horizonskylightsswansea.co.uk, message us on WhatsApp, or call 01792 929062. Tell us your name, the property address, what went wrong and what you would like us to do. Photos help, especially for anything on the roof or around the glass.
When you will hear back
- Acknowledgement: within 3 working days, confirming we have your complaint and who is dealing with it.
- Full response: within 14 working days, setting out what we found and what we propose.
If a site visit is needed and that timetable cannot hold, we tell you why and give you a new date.
Complaints about workmanship
Where the complaint concerns work covered by the 10-year workmanship guarantee, we arrange to inspect it and, if the fault lies with our workmanship, put it right at no cost to you. Faults in the product itself go through the manufacturer's warranty, and we deal with the manufacturer on your behalf.
If you are still not satisfied
Ask for your complaint to be reviewed afresh by the business owner, and we will send a final written response within 14 working days of that request. If we still cannot agree, you can get free, impartial advice from Citizens Advice consumer service on 0808 223 1133, and you remain free to take the matter to court. Your rights under the Consumer Rights Act 2015 are unaffected.
Records
We keep a record of each complaint and how it was resolved, handled as the privacy policy describes.