Complaints procedure

Email us at info@brightviewskylightsexeter.co.uk. Put "Complaint" in the subject line so that it is picked up straight away. We have no public premises, so email is the way to reach us formally.

It helps us to look into it quickly if you include:

• your name and the address of the property;
• what went wrong, and when;
• photographs of the rooflight, lining or ceiling if they show the problem;
• a copy of your written quote or finish schedule, if you have it to hand;
• what you would like us to do about it.

If you have already messaged us on WhatsApp or through the quote form, you are welcome to raise it there, but please follow up by email so that nothing is lost.

Acknowledgement

We aim to acknowledge your complaint within a few working days of receiving it, and to tell you who is dealing with it.

Investigation

We read your message, check it against your quote and finish schedule, and look at any photographs. Where it helps, we will arrange a visit to see the work for ourselves, at a time that suits you.

Response

We aim to send you a full written reply within a few weeks of the acknowledgement. It will set out what we found, what we propose to do and when. If the matter needs longer, for example because we need to wait for a manufacturer's view or for suitable weather, we will tell you why and when you can expect to hear from us.

Putting it right

If we agree that our work or service fell short, we will say how we will correct it, and we will carry it out at no cost to you. If we do not agree, we will explain our reasons plainly.

You can ask for the decision to be looked at again. Reply to our response and say you would like it reviewed, and explain what you think we have missed. The review will be carried out by someone who was not involved in the first decision, where that is possible in a small business, and otherwise by the owner reconsidering the whole file with fresh eyes. We aim to give you a final written answer within a few weeks of your request.

If we cannot settle things between us, you do not have to go straight to court. There are free and low-cost routes.

• Citizens Advice consumer service. It gives free, impartial advice on your rights and what to do next. You can reach it through citizensadvice.org.uk, where you will also find the helpline details.
• Alternative dispute resolution (ADR). This is a way of settling a dispute with the help of an independent, neutral body without going to court. The government explains how it works and how to find an approved provider at gov.uk. We are happy to consider ADR if you ask, and to explain whether it is appropriate for your complaint.
• The courts. The small claims track of the county court deals with many consumer disputes. Guidance on making a claim is at gov.uk.

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything on this page.

If your complaint is about how we have handled your personal information, tell us first, and read our privacy policy. You can also complain to the Information Commissioner's Office at ico.org.uk.

A problem with work covered by our 10-year workmanship guarantee is not a complaint, it is a claim, and there is a simpler route: email us with photographs and we will arrange a visit. The guarantee page explains what is covered. If you are unhappy with how a claim was handled, use this complaints procedure.

This page was last reviewed in October 2026.