How to raise a complaint
Contact us in writing so there is a clear record. Send it to info@ridgewayskylightsswindon.co.uk, or use WhatsApp on 07880 284133 if that is easier. Because there are no public premises to visit, we deal with complaints by email, WhatsApp and visits to your home.
Please include:
- Your name and the address where the work was done
- The date of the job, or the date of the quote if the work has not started
- What the problem is and when you noticed it
- Photos, if the complaint is about the finished work
- What you would like us to do
What happens next
We acknowledge your complaint within 3 working days and tell you who is dealing with it.
We look into it properly. That may mean reading back through the quote and job plan, speaking to the team who did the work, and arranging a visit to see the problem.
We send you a full written response within 14 days of receiving the complaint. It explains what we found and what we propose to do. If we need longer, for example to wait for a manufacturer's report on a product, we tell you why and give you a new date.
Guarantee issues
If the problem is with work covered by our 10-year workmanship guarantee, we deal with it under the guarantee. If the cause is the product rather than our work, we explain why and help you with the manufacturer's warranty claim.
If you are not satisfied
If you are unhappy with our response, reply and tell us why. The complaint will be reviewed again by the business owner, who will reply in writing within a further 14 days with our final position.
If we still cannot agree, we will tell you in writing whether we are willing to use an alternative dispute resolution provider and, if so, which one. You can also get free advice from the Citizens Advice consumer helpline, and you keep the right to take the matter to court, including the small claims track for lower-value disputes.
Your rights
This procedure leaves your statutory rights untouched, including those in the Consumer Rights Act 2015. Our terms and conditions set out the rest of our agreement with you.
Procedure last updated: October 2026.