COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, 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 everything has 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 01904 777094, or write to us at Future Roof, Meadowcroft Farm, York Road, York YO26 8EZ or email us at info@futureroof.co.uk

We aim to respond within 7 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

Franchise Operations

Future Roofs York Ltd operates in York and North Yorkshire. We also have two independent franchise businesses operating in LS and HG (Leeds and Harrogate) areas under licence from Future Roof.

Whilst franchise operators use the Future Roof brand and follow agreed operating standards, they are independently owned and managed businesses. Any contracts entered into for roofing works are between the customer and the relevant franchise business carrying out those works.

Future Roofs York Ltd is responsible only for contracts undertaken directly by Future Roofs York Ltd. Independent franchise businesses are responsible for their own contracts, workmanship, insurance arrangements, customer service and complaint handling procedures.

Where a complaint relates to work carried out by an independent franchise business, the matter should be raised directly with that franchise operator.