One Dry Day
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Complaints procedure: how to tell us something went wrong

Our complaints procedure is short: email hello@onedryday.co.uk, and we confirm receipt inside 2 working days, then a complete answer follows inside 14 days. It covers anything from a slow reply to your enquiry through to a survey, a fitting day or a roof that is not behaving as it should. The company behind One Dry Day will be named on this page, with its registered details, once they are published.

Legal By the One Dry Day team. Updated 31 October 2026.

What to send

Put the word "Complaint" at the start of the subject line so it is picked out from the rest of the inbox. Then tell us:

  • your name, and the address where we surveyed or fitted if it got that far
  • what happened and about when
  • photos or a short video, if the problem is one you can see or hear
  • what would put it right for you

If writing it all down is a struggle, send a line asking for a call and we will ring at a time you choose and write up the notes ourselves.

The timetable we keep to

Every complaint follows the same three steps, whatever it is about.

From your email to an answer

  1. 2 working daysWe reply to say your complaint has arrived and name the person looking into it.
  2. 14 daysYou get a full written answer: what we found, whether we think you are right, and what happens now.
  3. A visit, if neededIf we have to see the roof, the visit is booked first. If that pushes the answer past 14 days we tell you, and give a new date.
  4. The fixWhen a fix is agreed you get a date for it in writing, and a note once it is done.

When the complaint is about a fitted roof

A leak, a lifting seal or a fault in a panel within 10 years of fitting falls under the guarantee, and we handle it as a guarantee claim from the first email. The guarantee and care page sets out what is covered and which photos help us judge a fault without a wasted trip. Where you and we see the cover differently, that dispute can itself be raised here, on the same timetable.

Taking it further

The survey and the fitting are carried out by the fitting company that works on One Dry Day roofs. If our answer does not settle things, ask for the complaint to go to that company's management, and we will pass it on with everything you have already sent, so you do not have to start again.

If that still leaves you unhappy, independent help exists. An independent dispute resolution service can look at a disagreement between a customer and a trader, and our final written answer will name the one that applies to your job. Local consumer advice services can tell you where you stand at no cost. None of these routes affects your legal rights, and going to court remains open to you.

Complaints about your personal data

If the problem is how your details were handled, the privacy notice sets out your rights and how to use them. The Information Commissioner's Office also takes complaints about data protection, at ico.org.uk. Our terms of service describe the consumer rights that come with any roof contract.