We want every job to go smoothly, but if something falls short we would rather hear about it straight away. This page explains how to raise a complaint, what we do with it and how long it takes. It applies to surveys, quotes and installation or replacement work. Last updated 25 October 2026.
Step one
How to raise a complaint
Contact us in any of these ways.
- Email info@skylarkskylightsderby.co.uk
- Write to us on WhatsApp at 07880 284133
- Use the survey form on this site and say it is a complaint
We have no public premises, so complaints cannot be made in person at an office. Please tell us your name, the address of the job, what has gone wrong and what you would like us to do about it. Photos help, especially for anything you can see on the roof, ceiling or glass. Keep the written quote and any messages we have exchanged, as they let us look at what was agreed.
The sooner you tell us, the easier it is to put right. Do not wait for the end of the guarantee period, but you can raise a matter at any time within it.
Timescales
What happens, and when
We keep to the following timescales, counted in working days. They are the targets we work to for ordinary cases, and we tell you at once if a case needs longer and why.
Our complaint timetable
| Stage | Aim |
|---|---|
| We acknowledge | 2 working days |
| We look at the job | 10 working days |
| Written reply | 15 working days |
| Fix agreed and dated | agreed with you in writing |
| Escalation answer | 20 working days |
Step two
How we look into it
We start by reading your message and the quote and, where we can, any photos you sent. If we need to see the work, we arrange a visit at a time that suits you. We aim to look at what happened fairly, whether the cause was our installation, the product or something else, such as the condition of the roof beneath.
We then reply in writing. The reply says what we found, whether we agree and what we will do. If we agree something needs correcting, we say when we will do it. If we do not agree, we explain our reasons plainly, so you can decide what to do next.
If the problem is covered by our 10-year workmanship guarantee, we deal with it under that guarantee, and our guarantee page gives the full wording. Product faults may be dealt with through the manufacturer's own guarantee, and we help you with that process.
Step three
If you are still not satisfied
If our reply does not settle the matter, ask us to take it further. Reply to our message and say you want it escalated. The matter will then be looked at again by [to be confirmed], who was not involved in the first response, and you will receive a final written answer.
If you are still unhappy after that, or if 8 weeks have passed since you first complained and the matter is unresolved, you can use an alternative dispute resolution (ADR) body. The ADR provider for this business is [to be confirmed]. ADR is voluntary, and it can be quicker and cheaper than court action.
You can also find guidance on consumer rights and on how to take a complaint further at GOV.UK. You keep your legal rights, including those under the Consumer Rights Act 2015, whichever route you choose. For building work, the local authority's Building Control team deals with matters of regulatory compliance, and you can find yours through Derby City Council if you are in the city.
Learning
What we do with a complaint afterwards
We keep a record of each complaint and how it was resolved. When a pattern shows up, such as the same question arising at surveys, we change how we explain things or how we plan the work. A complaint is not an inconvenience to us, because it points at the place where our process needs attention.
We use the information you give us only to deal with your complaint and to keep these records. Our privacy policy explains how we handle personal information.
