Complaints & Dispute Resolution

Effective Date: 1 January 2026

Scheme Provider: Roofing Protection Scheme

Registered Address: Whitewell Vale Mill, BB4 9PQ

Contact: info@roofingprotectionscheme.co.uk

Last Updated: 1 January 2026

1. Purpose of This Procedure

This document sets out the process for handling complaints about RPS Members and disputes relating to work covered by the Roofing Protection Scheme Guarantee.

It applies to both homeowners (Customers) and approved scheme members (Members).

2. Important: The Role of Roofing Protection Scheme

Roofing Protection Scheme is not the contractor.

RPS operates as an independent verification and guarantee provider. All Members are self-employed or operate as independent businesses. Contracts for roofing work are between the Customer and the Member directly, not with RPS.

RPS is responsible for:

Vetting Members before approval
Monitoring Member compliance with Scheme Rules
Facilitating dispute resolution
Operating the Guarantee protection (up to £20,000)

RPS is not responsible for:

The quality of work itself (Members are responsible)
Contractual terms, pricing, or payment schedules
Day-to-day conduct of Members on site
Direct remedy – RPS facilitates resolution but does not carry out work

3. Complaints Process: Step-by-Step

Contact the Member First

Requirement: You must first attempt to resolve the issue directly with the Member who carried out the work.

Explain the issue clearly in writing (email or letter)
Provide photos or evidence of the problem
Give them reasonable time to respond (minimum 7 working days)
Allow them opportunity to inspect and remedy

Why: Most issues can be resolved quickly and fairly at this stage. Members are contractually obligated to address legitimate defects.

Submit Complaint to RPS

If the Member does not respond, refuses to remedy legitimate defects, or you are unable to reach agreement, you may submit a formal complaint to RPS.

Required Information:

Your contact details
Member's name and business details
Guarantee Certificate reference (if applicable)
Detailed description of the issue
Photos or video evidence
Copies of all correspondence with the Member
Original contract and invoices
Evidence of payment

Timeframe: Complaints should be submitted within 90 days of becoming aware of the issue. Late submissions may be considered at RPS's discretion.

RPS Investigation

RPS will:

Acknowledge your complaint within 3 working days
Contact the Member for their account
Review all evidence provided
Determine if the issue falls within Guarantee coverage

Typical investigation period: 14-21 working days (complex cases may take longer)

Independent Inspection (If Required)

RPS may arrange for an independent roofing surveyor to inspect the work. This may be required if:

Technical issues require expert assessment
Accounts from both parties differ significantly
Guarantee claim value is substantial

You must: Allow access to the property for inspection. Failure to provide access may result in claim rejection.

Cost: Inspection costs are typically borne by RPS. If a claim is found to be vexatious or fraudulent, RPS may seek recovery of costs.

RPS Decision

RPS will issue a written decision stating:

Whether the complaint is upheld
Whether the Guarantee applies
What remedy (if any) will be provided

Possible Outcomes:

Upheld: Member is required to remedy defects within specified timeframe
Upheld with Guarantee activation: If Member cannot or will not remedy, RPS arranges alternative contractor or provides financial contribution (up to £20,000)
Partially upheld: Some issues valid, some not – remedy adjusted accordingly
Not upheld: No evidence of breach of guarantee terms

RPS's decision is final and binding under Scheme Rules.

4. What If I Disagree with RPS's Decision?

RPS operates an impartial dispute resolution process in accordance with published rules. Decisions are made based on evidence, industry standards, and Guarantee terms.

If you believe the decision was incorrect, you may:

Request a review if significant new evidence emerges
Pursue independent legal action (at your own cost)

RPS is not obligated to revisit decisions unless material new evidence is presented. Reviews are discretionary.

5. Grounds for Claim Rejection

A complaint may be rejected if:

Work is not covered by a valid Guarantee Certificate
Member was not approved at time of works
Issue falls outside Guarantee coverage (see Guarantee Rules)
Complaint is submitted outside permitted timeframe without valid reason
Customer fails to cooperate with investigation or refuses inspection access
Evidence of fraud or misrepresentation
Issue caused by customer actions, third parties, or external factors
Normal wear and tear or lack of maintenance

6. Member Complaints Against Customers

Members may also submit complaints if they believe a Customer has:

Made false or malicious allegations
Refused legitimate payment for completed work
Acted in breach of contract

The same investigation and evidence-based process applies.

7. Escalation to Trading Standards or Legal Action

RPS provides an independent dispute resolution mechanism, but it does not replace your legal rights.

You may at any time:

Report issues to Trading Standards
Pursue legal action through small claims court or other legal channels
Seek independent advice from Citizens Advice or legal professionals

8. Time Limits

Complaint submission: Within 90 days of issue discovery (extensions at RPS discretion)
RPS acknowledgment: 3 working days
Investigation period: 14-21 working days (complex cases may take longer)
Member remedy period: As specified by RPS (typically 14-28 days)

9. Contact Information

To submit a complaint or dispute:

Email: complaints@roofingprotectionscheme.co.uk
Address: Roofing Protection Scheme, Whitewell Vale Mill, BB4 9PQ

For general enquiries: info@roofingprotectionscheme.co.uk

10. Governing Law

This Complaints & Dispute Resolution Process is governed by the laws of England and Wales. Any disputes arising from this process shall fall under the exclusive jurisdiction of the courts of England and Wales.

Last Updated: 1 January 2026