How to complain
Send an email to hello@warmlid.co.uk with "Complaint" in the subject line. Please include:
- your name, and the address of the property if we have surveyed or fitted there
- what went wrong, and roughly when
- photos, if the problem is something you can see
- what you would like us to do about it
If you would rather someone took notes for you, say so in a short email and we will arrange a call at a time that suits you.
What happens next
- Within 2 working days we confirm we have your complaint and tell you who is dealing with it.
- Within 14 days we send a full written reply: what we found, whether we agree, and what we will do. If we need to visit to see the problem, we book that first and tell you if it means the reply will take a little longer.
- If we agree a fix, we give you a date for it and confirm in writing once it is done.
Problems with a fitted roof
A fault with the panels, the seals or our workmanship within 10 years of fitting is a guarantee claim, and we treat it as one from the start. The aftercare page explains what the guarantee covers and the photos that help us judge a fault quickly. If we disagree about whether something is covered, you can raise that as a complaint here, and it follows the same timetable.
The guarantee is insurance backed, so if Warmlid ever stopped trading you could take a covered claim to the insurer instead.
If we cannot agree
If you are not satisfied with our final reply, you can ask an independent dispute resolution scheme to look at it, details given in our final reply. Using it does not affect your legal rights, and you can still go to court if you choose. Our terms explain the consumer rights that apply to any contract with us.
Complaints about your personal data
If your complaint is about how we have handled your personal information, our privacy notice explains your rights. You can also contact the Information Commissioner's Office at ico.org.uk.