T&Cs

Our complaints policy

We are committed to providing a high-quality service to all our clients/ customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.

What will happen next?

1.  We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2.  We will then investigate your complaint.
3.  We will then arrange a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter. If you prefer this meeting can take place over the telephone.
4.  Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
5.  If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6.  At this stage, if you are still not satisfied, you should contact us again and we will arrange for Scott Miller, Managing Director to review this decision.
7.  We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8.  We will do our utmost to keep to the timescales set out above. However if we have to change any of the timescales above, we will let you know and explain the reason why.
9.  Once the procedure outlined above has been completed, if you are not satisfied with the outcome, then we will pass the matter on to Edinburgh Trusted Trader for review. Once this happens, you will receive confirmation from Edinburgh Trusted Trader within 3 working days.

If you have any other questions, please contact us by phone on  0131 555 3636  or by email to  info@compass-roofing.co.uk

Where you cannot cancel the contract

You cannot cancel this contract where the value of the contract is not more than £42.

You do not have the right to cancel this contract if we are carrying out emergency works that you have explicitly asked us to carry out. In relation to any additional work that we carry out, that is not classed as emergency work, you will still have the right to cancel those elements of the work; in accordance with your cancellation rights set out below.

Right to cancel

You have the right to cancel this contract within 14 days, without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (Eg. A letter sent by post fax or email, details below). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your wish to cancel the contract before the end of the cancellation period.

Contact details:

Compass Roofing Ltd

49A/2 West Bowling Green Street Edinburgh, EH6 5NX

0131 555 3636 / info@compass-roofing.co.uk

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (Where applicable). We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you wish to cancel this contract you may use the Cancellation Form provided below. If you requested to begin the performance of services during the cancellation period, you shall pay to us an amount which is in proportion to any work that has been performed up until the point you have communicated to us your cancellation of this contract, in comparison with the full coverage of the contract.

Cancellation Form

To

Compass Roofing Ltd 49A/2 West Bowling Green Street Edinburgh, EH6 5NX 0131 555 3636 T info@compass-roofing.co.uk
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Ordered on: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (Only if this form is notified on paper):

Date: