1. You are here:
  2. Homepage
  3. Complaints

Complaints

NFRC expects high standards of professionalism from our Members as set out in our Code of Practice. We recognise that very occasionally a Member may breach this Code. If you feel that one of our Members has breached the Code and wish to make a formal complaint, please read on.

NFRC's legal authority 

NFRC is a voluntary Membership body, not a government regulator. As such we only have authority* over our Members in relation to their Membership with us. We have no authority to issue fines, compel a Member to start or to complete a project or prevent a Member from trading.   

*NFRC monitors the conduct of its Members and Members are expected to adhere to NFRC's Code of Practice. We can, if appropriate, refer the Member's conduct to NFRC's Complaints Committee for consideration for breaches of our Code of Practice. This is an internal matter between NFRC and its Member. 

Making a complaint about an NFRC Trade Member 

NFRC can help customers who have a dispute with an NFRC Member company with a free service whereby we will endeavour to mediate between a dissatisfied customer with the Member company.  

Complaint Scope and Pre Requisite Conditions 

A customer is defined as an individual who has entered into a contract* with a Member. 

*A legally binding agreement between you and the consumer concerning the sale of goods or the supply of services 

Prior to completing the complaint form, we would ask that customers who have concerns regarding the roofing works carried out under contract with a NFRC Member, to initially contact the Member and utilise their complaints policy to express these concerns and agree a resolution. All NFRC Members are required to have their own Customer Complaints procedure. we would ask that customers who have concerns regarding the roofing works carried out under contract with a NFRC Member, to initially contact the Member and utilise their complaints policy to express these concerns and agree a resolution. All NFRC Members are required to have their own Customer Complaints procedure. 

You must be willing to allow the contractor the opportunity to rectify the work on your installation, as outlined in the Consumer Rights Act 2015 (even if this opportunity has been provided prior to our involvement). 

We reserve the right to carry out an inspection on the work if we deem it necessary 

The result of our findings will be final.   

The National Federation of Roofing Contractors (NFRC) offers dispute resolution service to handle complaints between homeowners and registered NFRC members. Because the NFRC is a trade association and not a legal or government regulatory body, its Alternative Dispute Resolution (ADR) process functions as a free, informal alternative to court litigation to ensure work meets proper industry standards.      

The following are areas where NFRC cannot assist: 

  • If the company has ceased to be a Member of NFRC 
  • If the company was not a Member of NFRC at the time of the completion of the works giving rise to a complaint 
  • If the complaint relates to compensation or making a financial award 
  • If the roof works do not relate to one of the listed disciplines for our Member  
  • If either party has commenced legal proceedings or employed/involved a third party to resolve the dispute for example a Solicitor, Trading Standards or another trade body 
  • If you are not in a contractual relationship with our Member 
  • If the work in question has been carried out more than 5 years ago (England, Wales, N Ireland) and 6 years (Scotland). 
  • Where the work in question has been carried out outside of the UK. 

What will NFRC do? 

Upon receipt of your complaint form, your complaint will be logged and confirmed, we will then contact you to discuss the matter in more detail and seek to mediate between both parties.  

Please note that NFRC will only liaise with ONE main contact per complaint. 

All complaints to NFRC will be dealt with in line with this NFRC Complaints Policy and acknowledgement of receipt of your complaint form will be sent to you within 48 hours (Monday – Friday during normal working hours of 9am – 5pm). 

Should you require further assistance before making a complaint please contact NFRC Helpdesk – email: [email protected] 

Making a complaint about something else 

If you have a complaint that is unrelated to one of our Members, please contact us directly in writing and forward to [email protected]. 

If the complaint is regarding non-domestic work, please contact us directly in writing and forward to [email protected]. 

Start complaint process