Our promise
We want every rooflight and skylight we fit to be right, and if something is not, we want to hear about it directly. This procedure explains how to raise a concern with Radiant Skylights Basildon, what happens next and what you can do if you are still not satisfied.
How to raise a complaint
You can contact us in either of these ways:
- email info@radiantskylightsbasildon.co.uk;
- message us on WhatsApp at 07880 284133.
Please include your name, the address of the property, what has gone wrong and what you would like us to do. Photographs help. Our contact page has the same details.
What happens next
- Acknowledgement. We will acknowledge your complaint within 2 working days.
- Investigation. We will look into what happened, which may include a visit to the property so we can see the problem for ourselves.
- Full response. We will send you a full written response within 10 working days of acknowledging your complaint. If we need longer, for example to arrange a visit or to wait for a supplier, we will tell you why and give a date.
- Putting it right. Where the complaint is justified, we will say what we will do, when, and how we will check you are satisfied. Work covered by our guarantee is dealt with under its terms.
If you are not satisfied with the response
Ask for your complaint to be escalated and it will be reviewed by the owner of the business, who is the senior person responsible for Radiant Skylights Basildon. They will review everything again and reply in writing within 10 working days.
Independent options
If we cannot settle the matter between us, you are free to seek independent help at any stage:
- Citizens Advice consumer helpline, which gives free guidance on your rights;
- alternative dispute resolution, where an independent third party helps both sides reach an agreement without going to court. We will consider in good faith any such process you propose;
- the small claims track of the county court, which is designed for disputes of modest value and can be used without a solicitor.
Information on all three is available through gov.uk. Time limits can apply to legal claims, so do not wait longer than you need to.
Learning from complaints
We keep a record of every complaint and what we did about it, and we use it to improve how we work. Your details are handled as set out in our privacy policy, and the terms and conditions explain your wider rights. This procedure was last updated on 2 October 2026.