Terms & Conditions
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Terms & Conditions

Terms & Conditions

COMPLAINTS POLICY AND PROCEDURE

At JM Roofing, our commitment is to deliver exceptional service. We value your feedback and acknowledge the importance of addressing any concerns promptly. Please review our complaints policy outlined below:

DEFINITION OF A COMPLAINT

A complaint refers to any expression of dissatisfaction regarding:

  • The quality of our service.
  • Conduct exhibited by our team.

EXCLUSIONS FROM OUR COMPLAINTS POLICY

Please note, our complaints policy does not encompass:

  • Comments on our policies or decisions.
  • Dissatisfaction regarding policies or individual case decisions.
  • Previously fully investigated matters.
  • Anonymous complaints.

OUR STANDARDS FOR HANDLING COMPLAINTS

We take all complaints seriously, regardless of their mode of submission—be it via telephone, letter, or email.

  • Customers will always be treated with respect and fairness.
  • Confidentiality within the company is maintained for all complaints.
  • Timely and efficient handling of complaints is our priority.

CONFIDENTIALITY

All complaints received are handled confidentially and in compliance with the General Data Protection Regulation (GDPR).

STATUTORY RIGHTS

Please be aware that our complaints policy does not infringe upon your statutory rights.

HOW TO LODGE A COMPLAINT

We encourage complaints to be submitted via email or telephone to ensure effective and documented communication. Phone calls and text messages may not guarantee reliable record-keeping.

TIMELINES FOR COMPLAINT RESOLUTION

  • Within 28 Days: We will make reasonable efforts to investigate and resolve the complaint.

EXTENSION OF TIME LIMITS

While our aim is to resolve all complaints within the specified timelines, unforeseen circumstances like material shortages or adverse weather may necessitate an extension. Should such a situation arise, we will keep you informed about the progress, reasons for the delay, and provide an updated deadline.

REFUND POLICY

At JM Roofing, we stand by our workmanship. We are committed to rectifying any issues with previous jobs as many times as necessary to ensure your satisfaction. However, please note that refunds will not be provided under any circumstances. Our priority is to address concerns and rectify work to the highest standard, ensuring your peace of mind and trust in our services.