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Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

Make it easy for you to tell us what went wrong
Give your complaint the attention it deserves
Resolve your complaint fairly and without delay
Make sure you are satisfied with how your complaint was handled

How and where to complain

If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:

In person: Nu-Look Conservatory Roof Solutions, Arthur Street, Northampton, NN2 6EG
In writing: write to us at the address above, please address your letter to The Complaints Manager
By Telephone: 01604 532700
By email: info@nulookroof.co.uk

How long will it take?

We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

Why we have not resolved your complaint
Who is dealing with your complaint
When we will contact you again

If we cannot reach agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decisionOR
Issue our final decision letter which will explain our final position

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.

They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement

If you are not satisfied with their response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.

Financial Ombudsman Service

If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

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Why choose Nu-Look?

99% Customer Satisfaction Rate

Over 40 Years of Experience

Family-Run Business

Over 4000 Installations

Multiple Accreditations

Hassle Free Installations

Finance Options Available

Start with just a 25% deposit

Find Out More

      
 Excellent4.8255 reviews
 4.8
 Excellent255 reviews
  Write a review 
 
 
 
   
 
 
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   Andy 
 11 September 2026
 
 
  Great service from start to finish. Guys who done the installation were friendly and tidy work and cared. we went from polycarbonate to solid and I wouldn't look back. I would recommend Nu-Look for a professional service from all the team from David to the girls in the office 5* service
  
 
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   green team 
 28 August 2026
 
 
  A very efficient first rate service. The team stripped off the old polycarbonate roof, custom made a new framework, insulated it and replaced  the roof with 'tiles'. A day or two later a chap plastered the new ceiling. We were so impressed with the whole operation and how streamlined it was, but even more so with the finished room. We have achieved exactly what we wanted and we love it!
  
 
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   Alan Allder 
 26 August 2026
 
 
  From the moment the representative came and quoted me a price and the work involved I was pleasantly surprised at the price and agreed instantly. On the fitting day the two chaps arrived on time and after discussing plans with me they got straight to work. Adam(Lukasz) and Sol(Smart)worked together as a team and the roof appeared before our eyes in hours. Finally the finish they achieved and the care taken was of a high standard. Lastly although I said I would clear up they insisted and left the garden as they found it. Many thanks to all involved
  
 
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   Roger Moss 
 15 July 2026
 
 
  STUNNING TRANSFORMATION. Had a large P shape conservatory with a Poly sheeted panel roof which were coming to the end of their life, for years had been having companies arrive and push for a sale, in early May a new "Checkatrade" leaflet arrived and Nu-Look name took my eye. Salesman Gavyn came with samples to show construction, liked what we heard so went with Nu Look, next step Matt the surveyor approved the build agreeing it could go a head. Week of build weather looked horrendous but it held off, Gareth and Archie arrived and what professionals  they were, turned up on time and made sure all materials were on hand to complete the work.
They needed to deconstruct and construct framework  to allow the electrical work by "Dixie" and plastering by Brett and Darren to go a head, watching Gareth cut those angled sections more so for the valley was outstanding, such a craftsman and Archie was kept on his toes. Same with Brett and Darren outstanding plaster work and gave great advice when to paint ceiling due to hot weather, Dixie finished LED lighting.
We also went for building control which Nu -Look deal with via Stroma.
Must not forget Emily in the office, any issues she was on it.
We opted for the £100 deposit on agreement and the Novuna finance route, which we paid off soon after with an additional cost of £29 to do so, great finance company, web site and communications excellent.
We had a conservatory and now have a garden room and already in these very hot conditions we feel a difference much more comfortable, so if you are thinking about replacing those poly sheets give NU-Look a call, glad we did. Thankyou all from Roger and Sandra.
  
 
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   Italo Fiorentino 
 13 July 2026
 
 
  What can I say about Nu-Look.. well from start to finish, it was a first class service, the guys turned up on time every day, rain or shine. Overall I am really happy with my new roof. I can now sit in my conservatory and enjoy it. Thank you.
  
 
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   martin bryce 
 9 July 2026
 
 
  I was very impressed with level of professionalism of the 3 fitters.ben and the 2 Andys.  The plasterer clint was also very good..I would happily recommend nulook to anyone needing a replacement conservatory roof..jd
  
 
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   Diane Murphy 
 26 May 2026
 
 
  We recently had a new tiled conservatory roof fitted by Nu-Look and we couldn’t be happier with the result. From start to finish all the staff were friendly and helpful. The salesmen was not pushy, he gave me a honest opinion on what needed doing and didn’t try to oversell.

I would highly recommend Nu-Look to anyone that is looking to upgrade there conservatory roof to a tiled one. It’s made such a difference especially that we have been able to use it during this heat wave.
  
 
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   Pete Hornby 
 26 May 2026
 
 
  Nu-look have done a fantastic job of replacing my old poly carbonate roof with a solid roof.
I can't recommend them highly enough, from the initial consultation with Gavyn, to the surveyor, and all of the tradesmen involved.
  
 
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   Callum Simson 
 24 May 2026
 
 
  We recently decided to go for a tiled roof on our conservatory, salesman were all brilliant and handled all issues the fitters were even better would recommend to anyone looking to extend there home
  
 
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   Jeremy Morrison 
 11 May 2026
 
 
  Excellent company. This is a great company wth a great product.

I wanted to insulate my conservatory roof. I had several companies around to quote for the work. Nu-Look were the only company where the representative took time to listen to what my problem was and discuss a proposed solution. All the others simply tried to press a product on me without listening to the customer. Additionally all the other companies offered their “solution” at ridiculously high prices.

If you want a builder who listens to his clients problem and proposes a solution that meets the client’s needs not theirs then use Nu-Look for unparalleled quality and value for money.

Following my acceptance of the quote I was visited by a very professional surveyor who was like every other person associated with the company being polite and keen to answer any questions I had.

When the tradesmen arrived they were bang on time. They undertook the installation quickly and to a high standard. They were professional and polite throughout.

I would recommend Nu-Look without hesitation.

Jeremy M - Milton Keynes

Benefits of a Tiled

Conservatory Roof

Energy Efficient

Reduced Heat Loss

Low U-Values of 0.14

Increased Privacy

Reduced Noise

10-year Guarantee

Reduced Sun Glare

Reduced Overheating

Conservatory Roof Replacement

Download Brochure

Benefits of a Tiled

Conservatory Roof

Energy Efficient
Reduced Heat Loss
Low U-Values of 0.14
Increased Privacy
Reduced Noise
10-year Guarantee
Reduced Sun Glare
Reduced Overheating

Conservatory Roof Replacement

Download Brochure

Characterised by clean lines, full square corners and a pitched roof with a central ridge, Edwardian conservatory roofs are a popular choice for those seeking a classic and elegant conservatory.