RoofersBook

Complaints, corrections, and takedowns

Last updated 2026-04-11

If something on RoofersBook is wrong, unfair, or about you and you don't want it there, this page tells you what to do. There are three routes depending on what you are asking for — please use the one that fits. Most cases are resolved in a few working days by a short email.

Route 1 — Factual corrections (fast path)

Use this if you've spotted something factually wrong in a guide, a directory listing, a price range, a date, a link, or anywhere else on the site, and you just want it fixed.

Where to send it: corrections@roofersbook.com

Include:

  • The URL of the page.
  • The exact sentence or data point you're flagging.
  • What you say is wrong and, where you can, the source that supports the correct version.

What happens next:

  • We acknowledge within two working days.
  • We check the source, and if the correction is right, we fix the page within seven working days.
  • We email you when it's done.
  • Where the correction is material, we note the change in a short update line at the top of the page.

You don't have to be the subject of the statement to use this route — anyone who spots a genuine error is welcome to report it. Please be specific. "Your costs guide is wrong" is harder to act on than "the costs guide says 0.18 W/m²K for pitched roof renovation, but Approved Document L Volume 1 section 4.15 says 0.16".

Route 2 — Right of reply

Use this if you are a roofer, business, or individual who is named in a piece on the site and you want to add your own account to what's been published, without necessarily asking us to change anything.

Where to send it: hello@roofersbook.comwith "right of reply" in the subject line.

Include:

  • The URL of the page.
  • The specific statement(s) about you.
  • The response you'd like published, in your own words, up to 300 words per statement.
  • Evidence where relevant.

What happens next:

  • We acknowledge within two working days.
  • We review the response for defamation risk, accuracy, and relevance.
  • Where the response is reasonable, accurate, and relevant, we publish it alongside the original as a clearly labelled "right of reply from [name]" note. We don't rewrite it unless you ask us to.
  • If we can't publish it as written — for example because it contains statements we can't verify or that risk being defamatory about a third party — we explain why and propose alternative wording.
  • Right of reply is not automatic, but it is routine where the request is reasonable.

Route 3 — Formal complaint (defamation, data protection, harassment)

Use this if you are making a formal complaint that a piece of content on the site is defamatory, breaches data protection law, or amounts to harassment. This is the route that invokes the statutory processes described below.

Where to send it: legal@roofersbook.com

To be actionable, your complaint must include all of the following (this isn't bureaucracy — it is the information we are required to have to engage the statutory processes properly):

  1. Your full name.
  2. A postal address at which you can be contacted, and a direct email address.
  3. The specific URL(s) of the content complained of.
  4. The specific statement(s) within that content — quoted exactly — that you are complaining about.
  5. A brief explanation of why you say each statement is unlawful (defamatory, inaccurate under the UK GDPR, harassing, etc.).
  6. Where relevant, evidence supporting your position.
  7. A statement confirming whether you are the subject of the statements or acting on behalf of the subject, and in what capacity.

How we handle a formal complaint

  • We acknowledge within two working days of receipt at legal@roofersbook.com.
  • Where the complaint concerns a statement written by RoofersBook editorial (author: Giuseppe), we review it directly and respond on the merits within fourteen days of acknowledgement.
  • Where the complaint concerns user-submitted content and the author is someone other than RoofersBook, we follow the notice and takedown process under section 5 of the Defamation Act 2013. In short: we send your complaint to the author within 72 hours asking whether they wish to respond, and we either publish their response, remove the content, or explain to you why the content will remain up, within the statutory timeframes.
  • Where the complaint concerns inaccurate personal data and we act as data controller, we apply the data subject rights under Articles 15 to 22 of the UK GDPR — see the privacy policy for timelines (ordinarily one calendar month).
  • At the end of the process we send you a written response setting out what we are doing and why, with enough detail for you to escalate if you're not satisfied.

What we will generally take down

  • Content that is factually wrong once the correct version is verified.
  • Content that identifies a person or business in a way that can't be justified by reference to public records or published material, where the subject objects.
  • Content that the author cannot stand behind when asked.
  • Personal data processed in breach of the UK GDPR, once confirmed.
  • Content that amounts to harassment of an individual.

What we generally won't take down

  • Statements of opinion that are honestly held, based on stated facts, and not asserted as fact — these are protected under section 3 of the Defamation Act 2013 ("honest opinion").
  • Statements of fact that are accurate, sourced from public records, and relevant to the public interest in the quality and safety of UK roofing work — these are protected under sections 2 and 4 of the Defamation Act 2013 ("truth" and "publication on a matter of public interest").
  • Negative reviews or editorial commentary that the subject simply doesn't like, in the absence of a specific factual or legal complaint.

If we decline to take something down we will explain the specific defence we are relying on, so you can consider whether to escalate.

Escalation routes if you're not satisfied

We'd much rather resolve things between us, but you have statutory rights that do not depend on our agreement. Depending on the nature of the complaint, you can escalate to:

  • The Information Commissioner's Office for personal data complaints under the UK GDPR and Data Protection Act 2018.
  • Citizens Advice consumer service (which routes qualifying complaints to Trading Standards) for concerns about the commercial conduct of the Service.
  • A solicitor and, ultimately, the High Court of Justiceof England and Wales for defamation claims. Note that defamation claims are subject to a one-year limitation period under section 4A of the Limitation Act 1980, and to the "serious harm" threshold in section 1 of the Defamation Act 2013.
  • The police if you believe you are a victim of a criminal offence such as malicious communications, harassment, or fraud. RoofersBook is not the right place for a criminal complaint.

Exercising any of these routes does not require you to notify us first. We appreciate being told, but your statutory rights are yours.

A note on tone

The people using this page are usually stressed and some of them are angry. That is completely understandable and we try to handle every complaint with that in mind. A reasonable and specific email from you — even a forceful one — will get a reasonable and specific reply from us. We do not need you to be polite, but if your message is threatening or abusive we may refer it to the police and continue the substantive process in writing only.

Most of the complaints we receive are honest, reasonable, and resolved quickly. We appreciate the ones who take the time to flag errors we would not otherwise have spotted. Everyone on the site benefits when the content is accurate.

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