Complaints about a verified member
If an Expert Roofer Verified member has let you down, here is how to raise it, what we will do, and the other routes that stay open to you.
Version 1.0 · July 2026
1. What this procedure covers
This procedure covers complaints about the conduct or work of Expert Roofer Verified members. Use it when you believe a member has fallen short of the membership standards: for example dishonest quoting, cash-only demands, poor workmanship, or claims that turned out not to be true.
Be clear about what it does not do. The scheme verifies credentials; your contract for roofing work is strictly between you and the member. We are not a party to that contract, we cannot award compensation, and this procedure does not replace your statutory rights, Trading Standards or the courts. What we can do is hold members to the standards they signed up to, and remove them from the scheme if they fail to meet them.
2. Step 1: raise it with the member first
Contact the member directly, in writing, and give them a fair chance to put it right. Most problems are resolved this way, and it is the fastest route to a fix. Keep copies of what you send and what comes back; if you later escalate to us, that record is your evidence.
3. Step 2: escalate to us
If the member does not resolve it, email us at hello@expertroofer.co.uk with:
- the member's name;
- the relevant dates;
- what happened, in your own words;
- supporting evidence: quotes, invoices, photographs, correspondence.
We acknowledge every complaint within 5 working days.
4. What we do with your complaint
We put the complaint to the member for a response, review the evidence from both sides, and reach a scheme decision, normally within 28 days. The possible outcomes are:
- No action, where the evidence does not show a breach of the standards;
- Advice or a warning to the member;
- Suspension pending changes the member must make;
- Removal from the scheme, with the profile taken down and the badge withdrawn.
We will tell you the outcome. A scheme decision is about the member's place in the scheme; it is not a ruling on your contract or a substitute for legal advice.
5. Your other routes
Whatever we decide, these routes remain open to you, and a scheme decision never removes them:
- Citizens Advice, for free guidance on your consumer rights;
- Trading Standards, via the Citizens Advice consumer service;
- the member's public liability insurance, for damage claims;
- Section 75 or chargeback through your card provider, where applicable;
- court, including the small claims track.
6. Complaints about us or the scheme itself
If your complaint is about Expert Roofers or how the Verified scheme has been run, email the same address, hello@expertroofer.co.uk, and the same acknowledgement window applies: we acknowledge within 5 working days.