Last updated 22 October 2026
Our aim
We want every skylight and rooflight job to go well. When it does not, we want to hear about it early, while it is still easy to sort out. A complaint is useful to us. It shows us where the work, the communication or the paperwork fell short.
This procedure applies to anything to do with a quote, a survey, an installation or replacement, the aftercare or the way we have handled your information.
How to raise a complaint
Fox Skylights Leicester is a service-area business with no public premises, so complaints are made in writing by email or WhatsApp. If you would rather talk it through first, call us on 0116 430 0516.
- Email: info@foxskylightsleicester.co.uk
- WhatsApp: 07880 284133
- Phone: 0116 430 0516
Please give us your name, the address of the property, the date of the work or visit and a description of what went wrong. Photos help a great deal. Say what outcome you would like, whether that is the work put right, a partial refund or an explanation. If you have your written quote, mention the date on it.
It is best to complain soon after the problem appears, but we will look at any complaint, whenever it arrives, and consider it fairly.
What happens next
We handle complaints in stages, and each has a time limit.
| Stage | What we do | When |
|---|---|---|
| Acknowledge | Confirm we have your complaint | Within 3 working days |
| Investigate | Review records, photos, talk to you | Within 10 working days |
| Respond | Written outcome and next steps | Within 15 working days |
| Review | Second look if you disagree | Within 10 working days |
The investigation
We look at your quote, the survey notes, messages between us, photos and anything you send. If the problem is on the roof or in the finish, we will offer a visit at a time that suits you so we can see it for ourselves. We will ask questions where we need to, and we will keep you told if the investigation is going to take longer than expected, with a reason and a new date.
Our response
You will get a written reply that says what we found, whether we agree with your complaint, and what we propose to do. Depending on the case, that may be putting the work right at our cost, replacing a product, adjusting the price or giving a clear explanation of why we think the work was done properly. If the problem falls under our 10-year workmanship guarantee, we will say so and deal with it on those terms. Your statutory rights are explained in our terms and conditions and are not affected by anything in this procedure.
If you are not satisfied with the outcome
Reply to our response and say why you disagree. A different person reviews the matter, or the owner of the business does if the original response was from someone else, looking again at all the evidence. You will get the result in writing within the time shown in the table above, with the reasons for it.
If we still cannot agree, you do not have to go to court straight away. Alternative dispute resolution (ADR) is a way of settling a disagreement with the help of an independent third party, such as a mediator or an ombudsman, and it is usually quicker and cheaper than a court case. We will tell you about ADR options that may suit your case, and we are willing to consider using one. You are also free to take legal advice, and Citizens Advice runs a consumer helpline that can point you to the right route. If you live outside England and Wales, tell us so that we can explain which routes are open to you.
Complaints about your personal data
If your complaint is about how we have used your personal information, we follow the same steps. You also have the right to complain to the Information Commissioner's Office. Its website is ico.org.uk. More detail is in our privacy policy.
What we do with complaints
We keep a record of every complaint, what we found and what we did, and we review them to see whether anything about the way we survey, quote or install needs to change. Records are kept as set out in our privacy policy. We do not treat anyone worse for having complained.
If you would rather talk about a new job than a problem, you can request a survey and quote at any time.