Complaints
Fair, fast and in writing, whether a homeowner raises a concern about a member or you have a concern about us.
Version 2.0, September 2026
On this page
If a homeowner complains about you
- They talk to you first. We ask homeowners to raise it with you directly and give you a fair chance to put it right. Most problems end there.
- If it reaches us, we tell you. We send you the complaint and the evidence, and you have 14 days to respond.
- We review both sides. We decide within 28 days whether you've fallen short of the membership standards.
- The outcome: one of:
- no action
- advice or a warning
- suspension until you make changes
- removal from the scheme
We look at whether you met the standards. We don't rule on your contract with the homeowner or award compensation, and cooperating with a complaint is part of the code of conduct.
Homeowners use the procedure at expertroofer.co.uk/verified/complaints/.
If you have a complaint about us
About a payment, a check decision, your profile or how we've treated you:
- with what happened and what you'd like us to do.
- We acknowledge within 5 working days.
- We reply in full within 28 days.
Challenging a decision
If we fail a check, suspend or remove you and you think we got it wrong, within 14 days of the decision with your reasons and any new evidence. Someone who wasn't involved in the first decision reviews it, and we give you our final answer within 28 days.