Complaints Policy

DMD Roofing and Building Limited

Last updated: 7 July 2026

1. Our commitment

DMD Roofing and Building Limited (company number 16969250, registered in England and Wales, registered office: Axis 8, Axis Court, Riverside Business Park, Swansea Vale, Swansea, SA7 0AJ) aims to deliver quality workmanship and honest service on every job. If something has gone wrong, we want to know, and we will deal with your complaint fairly, promptly, and free of charge.

This policy covers complaints about our work and service (section 3) and complaints about how we handle your personal data (section 4).

2. How to make a complaint

You can complain by whichever route suits you:

  • Phone: 07709 214314
  • Email: email@dmdroofingandbuilding.co.uk
  • Post: Axis 8, Axis Court, Riverside Business Park, Swansea Vale, Swansea, SA7 0AJ

Please give us your name, contact details, the address where the work was carried out (if applicable), and a description of the problem. Photographs are helpful where the complaint concerns workmanship.

3. Service and workmanship complaints

Step 1 — Acknowledgement. We will acknowledge your complaint within 3 working days of receiving it.

Step 2 — Investigation. We will investigate, which may include reviewing job records, survey imagery, and quotations, and where appropriate arranging a site visit or drone inspection to assess the issue.

Step 3 — Response. We will give you our full response within 20 working days. If we need longer (for example, where access or weather delays an inspection), we will tell you why and give you a revised date.

Step 4 — Resolution. Where a complaint is upheld, we will put things right. Depending on the issue this may mean remedial work, a repair under any applicable guarantee, or a full or partial refund.

Urgent issues — if your complaint concerns an active leak or anything affecting the weatherproofing or safety of your property, tell us when you contact us and we will prioritise it.

If you remain unhappy, you may be able to pursue the matter through:

  • Citizens Advice consumer service — 0808 223 1133, citizensadvice.org.uk
  • Alternative dispute resolution (ADR) — we will confirm at that stage whether we agree to use a certified ADR scheme
  • The courts — nothing in this policy affects your legal rights under the Consumer Rights Act 2015, which entitles you to work carried out with reasonable care and skill

4. Data complaints

If your complaint is about how we have collected, used, stored, or shared your personal data — including drone survey imagery — please contact us using the details in section 2, marking your complaint "Data Complaint".

We will acknowledge your data complaint within 3 working days and respond in full within one calendar month, in line with UK GDPR timescales. If your complaint also involves a request to exercise your data rights (such as access or erasure), we will handle both together — see our Privacy Policy for details of your rights.

If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO):

  • Website: ico.org.uk
  • Phone: 0303 123 1113
  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You may contact the ICO at any time, but they will usually expect you to have raised the matter with us first.

5. Records and learning

We keep a record of all complaints and their outcomes for 6 years, and we review complaints to improve how we work.

This policy is provided for general information. It has been prepared with care but does not constitute legal advice; we recommend a legal review before relying on it.