We take every complaint seriously. This page sets out clearly what to do if something isn't right, what you can expect from us, and what additional support is available through Which? Trusted Traders.
Last updated: June 2026. This policy applies to all work carried out by Foogle Roofing & Refurbishment. If you have a concern, please contact us directly in the first instance. We aim to resolve all complaints fairly and without delay.
We aim to deliver a high standard of work on every job. If at any point you are unhappy with our service, the quality of our workmanship, or the conduct of our team, we want to know so we can put it right.
We will always:
You can contact us by any of the methods below. For complaints about completed work, we recommend putting the details in writing so there is a clear record.
Phone: 0203 649 8949 (Monday to Friday, 8am to 6pm)
Emergency line: 07438 858720 (24/7 for urgent matters)
Email: contact@foogle-roofing.co.uk
Post: Foogle Roofing & Refurbishment, Unit 2 Popin Business Centre, South Way, Wembley HA9 0HB
When raising your complaint, please include:
We will confirm receipt of your complaint and let you know who will be handling it.
We will review the details, inspect the work if necessary, and gather any relevant information. We may contact you for further details during this stage.
We will write to you with our findings and a proposed resolution. This may include remedial work, a partial or full refund, or another appropriate remedy depending on the circumstances.
If remedial work is agreed, we will carry this out promptly and at no additional cost to you. We will follow up to confirm you are satisfied with the outcome.
If you are not satisfied with our response, you have the right to escalate your complaint to Which? Trusted Traders. As an endorsed trader, we are bound by their code of conduct and their Alternative Dispute Resolution (ADR) scheme.
Which? Trusted Traders offers a free conciliation and mediation service for unresolved disputes between endorsed traders and their customers. You can contact them at:
Which? Trusted Traders
Website: trustedtraders.which.co.uk
You can raise a dispute through the Which? Trusted Traders website using our trader profile.
All work carried out by Foogle Roofing & Refurbishment is covered by our workmanship guarantee. Where applicable, a 10-year insurance-backed guarantee is available. If a defect arises within the guarantee period that is directly attributable to our workmanship, we will return to rectify it at no charge.
The guarantee does not cover damage caused by third parties, extreme weather events, or pre-existing structural conditions that were outside the scope of the original work and not identified during our initial survey.
We ask that complaints are raised as soon as reasonably possible after the issue is identified. Complaints relating to workmanship should be raised within 12 months of the work being completed, or within the guarantee period where a longer guarantee has been issued.
If you have a concern or would like to discuss a potential complaint before making it formal, please do not hesitate to call us. We would always prefer to address concerns informally and quickly where possible.