Complaints

Complaints and Disputes

The CORC offer a free mediation service should a consumer find themselves in a dispute with a member.

The CORC are a trade association and are not regulated by the government. This does mean that we only govern our members in relation to their membership with us.

Before contacting the CORC we would ask that these steps have been followed before seeking our assistance:

1. Contact the CORC member to see if a resolution can be reached
2. Ensure all correspondence is saved to pass onto the CORC should we be needed to mediate.
3. Ensure no one at all goes onto that roof whilst mediation is being carried out. This is very important. You cannot have another roofing firm on your roof without independent evidence from a independent/RICS inspector. Anyone else on the roof will invalidate any guarantees or claims you may have.
4. If a consumer cannot resolve a dispute directly with the contractor, please complete the complaints form below providing as much detail as possible.

What can we do?

Once the CORC are in receipt of a customer’s complaint form we will contact the member (if we have been given permission) and provide details of the complaint for them to respond to. As per our code of practice the CORC expect all members to respond to complaints quickly and efficiently.

The CORC will happily give help and advice to customers who have not used a member of ours also but we cannot contact roofers who are not members to mediate.

The CORC remain completely impartial to any complaint whilst mediating and will instruct one or both parties to seek legal advice should mediation fail.

The CORC carry out an ad hoc complaints process. We intend to try and resolve all matters however we are not legal arbitration and findings and resolutions are not legally binding.

What we cannot do

Issue fines on monetary penalties to our members

Mediate a dispute if the work carried out is classed as a repair

We are unable to assist if the contractor has ceased to be a member of CORC but can provide advice for your next step.

We are unable to assist if the customer has had anyone else on the roof after the work has been completed. This includes the homeowner, friends and especially roofers.

We are unable to prevent a member from trading nor, prevent a member from closing their company.

We are unable to assist if legal proceedings have been initiated or a third party is already involved in the complaint. This includes trading standards, solicitors and other trade bodies.

The CORC are not responsible for or cannot guarantee a members work.

The CORC cannot be involved with any works carried out outside of the UK

The CORC are not responsible for making a payment or pay any kind of compensation should a member be found liable for faulty workmanship or any damage caused to a consumers property.

The CORC are unable to, by law, push or force a member into issuing an insurance backed guarantee. These are at the discretion of the roofer as it is a paid for product.

We are governed by English law. We agree to the jurisdiction of the courts of England and Wales.