Last updated: 6 October 2026
We work hard to plan every job properly and to finish it properly. Even so, things can go wrong, and when they do we want to hear about it. A complaint gives us the chance to put things right, and we treat every one seriously and fairly. This page explains how to raise a complaint and what happens next.
Talk to us first
A concern raised early can be settled quickly with a conversation. If something is bothering you while we are working in your home, please tell the team there and then. If the work is finished, or you would rather put it in writing, follow the steps below.
How to make a complaint
You can raise a complaint in either of these ways:
- By email to info@prestigeskylightsyork.co.uk
- By WhatsApp to 07880 284133
To help us look into it quickly, please include:
- your name and the address where the work was done
- roughly when the work took place, or the date of your quote
- what has gone wrong, in your own words
- photographs, if the complaint is about something you can see
- what you would like us to do to put it right
If you need help making a complaint, or would like us to communicate in a particular way, let us know and we will do what we can to make it easier for you.
What happens next
- We acknowledge your complaint within 5 working days. We will confirm we have received it, tell you who is dealing with it and, if we need more information, ask for it.
- We look into it. We will review our records, the photographs of the work and the paperwork, and talk to the people involved. If we need to see the problem, we will arrange a visit at a time that suits you.
- We send a full response within 20 working days. Our response will explain what we found, whether we agree that something went wrong, and what we will do about it. If we need more time, for example because a visit cannot be arranged sooner, we will tell you why and give you a new date.
If your complaint concerns the way a rooflight was fitted, it may also be covered by our 10-year workmanship guarantee. You can read how that works on our guarantee page.
If you are not satisfied with our response
If you are unhappy with our response, please reply and ask us to review it. Tell us which parts you disagree with and why. We will look at the whole complaint again with fresh eyes and send you a final written response within 20 working days of your request.
Independent advice
If you are still not satisfied after our review, you can get free, independent advice about your options. Citizens Advice can explain your consumer rights and how to take a complaint further. The Citizens Advice consumer helpline can also be reached through their website.
Your rights under the Consumer Rights Act 2015 are explained on GOV.UK. If a dispute cannot be resolved between us, the courts remain open to you; for smaller sums, the small claims process is designed to be used without a solicitor.
How we use complaints
We keep a record of every complaint and what we did about it. We use what we learn to improve the way we plan and carry out our work, so the same problem does not happen again. We handle the personal information in your complaint in line with our privacy policy.
Our commitment
You will not be treated any differently for making a complaint. If you raise a concern during a job, we will still finish the work to the same standard and give you the same handover. Our terms and conditions set out the wider terms of our work.