Most problems can be sorted out quickly once we know about them, so please tell us early. You can complain about anything: the survey, the quotation, how the work was carried out, the state the site was left in, or the way someone dealt with you. Making a complaint does not affect your legal rights, and it will not change how we treat you on any future work.
Step one: tell us
Contact us by email at info@empireroofingbath.co.uk or by phone on 01225 285181. Email is best, because it gives both of us a written record. Please include:
- your name, the property address and a phone number;
- the date of the work or visit;
- what went wrong, and what you would like us to do about it;
- any photographs, if you can take them safely.
If you need help putting a complaint in writing, or would like to make it in another way because of a disability, tell us and we will make a reasonable adjustment.
Step two: we acknowledge and investigate
Our own policy is to confirm that we have received your complaint within 5 working days and tell you who is dealing with it. Where the complaint is about the roof itself, we will normally ask to visit, look at the work and take photographs. If water is getting in, we deal with that first and make the roof safe before the investigation is finished.
We will look at the job file, the quotation, our photographs from the survey and the work, and anything you send us. We may ask the people who carried out the work for their account.
Step three: our response
Our policy is to aim to send you a full written response within 20 working days of receiving your complaint. If we need longer, for example because a visit depends on the weather or on scaffold, we will explain why and give you a new date. Our response will say what we found, whether we agree that something went wrong, and what we propose. That might be putting the work right, an explanation, or another remedy that fits the problem.
Where the fault falls under our workmanship guarantee, the repair is carried out at no cost to you.
If you are still not satisfied
If you disagree with our response, reply and tell us why. The complaint will then be reviewed again by the business owner, who will write to you with a final position.
If we still cannot agree, you have other options:
- Free consumer advice. Citizens Advice can explain your rights and suggest next steps, including alternative dispute resolution. See Citizens Advice consumer help.
- Alternative dispute resolution (ADR). An independent mediator or adjudicator can help both sides reach a settlement without going to court. If our own procedure has not settled the complaint, we will tell you in writing whether an ADR scheme is available for the dispute and whether we will use it, as consumer law requires.
- The small claims court. For claims up to the small claims limit, you can apply to the county court. GOV.UK explains how to make a court claim for money.
Complaints about personal data
If your complaint is about how we have used your personal information, our privacy policy explains your rights and how to contact the Information Commission (formerly the Information Commissioner's Office, ico.org.uk).
This procedure is a starting point for a UK roofing business with no public premises. It is flagged for review, and the operator should have it looked over by a qualified legal adviser, and check the response times can be met, before relying on it.
Last reviewed October 2026. Questions about this page: info@empireroofingbath.co.uk.