Dear Mr. Hardwick Firstly may I thank you and your mother for your business over the years. we really do appreciate it. Returning customers and recommendations have been the key to our success over the past 32 years of Trading which is backed up by the fact that over 75% of our work is secured through these sources. In regards to this particular complaint, Whilst we do sympathize with you in regards to the issues caused, without prejudice, we do still stand by our findings in that the issue was not a leak. And infact was caused by condensation forming on the Aluminium box gutter. We have also proved this to you and have evidence to back our finding up. I am sorry that you did not agree with our findings but our staff all have many years of experience and are experts in our field. I can assure you that if there was a leak, then this would have been resolved. Unfortunately though it is not possible to rectify a leak that does not exist. In regards to the point you made about the letter. We infact only received this letter on the 29/10/2020. Our Managing Director is currently in the process of replying to your letter. At this point all I can do is reiterate to you that as a company we take all complaints seriously and assure you of our best intentions at all times. Should you wish to speak to me regarding any of the above. Please feel free to contact me personally on 01246 277242 Kind Regards Richard Crowe Group Sales Manager