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Common mistakes · Detail

What to do when a dormer goes wrong

Most dormer problems are solved at the first email — politely written, with photos and dates. The procedure exists for the rest, and knowing it gives you leverage from the start.
5 min leestijd·Onafhankelijke informatie

Short answer

Raise the issue in writing with the installer, with photos and a deadline. If they do not respond or the fix is unsatisfactory, escalate to the trade body or insurance-backed scheme named on the warranty. Mediation usually resolves dormer disputes within weeks; court is the last resort.

Step 1: raise it with the installer

Email, not phone. Describe what is wrong, when you noticed it, and what you would like done. Attach dated photos. Set a reasonable response window — 5–10 working days for the first reply — and a fix window proportional to the severity.

Step 2: escalate to the trade body

If the installer is part of a scheme (VLOK, Bouwgarant, Woningborg or similar), the warranty certificate lists their complaints process. Submit the same evidence you sent the installer, plus the email chain. The scheme will typically appoint a mediator within a few weeks.

Step 3: legal or mediation

For disputes under about €5,000, the kantonrechter (small-claims court) is fast and does not need a lawyer. For larger disputes, formal mediation (often arranged by the trade body) is cheaper and faster than civil court. A lawyer is worth it only when mediation has clearly failed.

Complaint checklist

Checklist

Use the same procedure for any complaint

  1. 01Photos taken with date metadata.
  2. 02Written description of the issue.
  3. 03Reference to the contract and warranty certificate.
  4. 04Requested fix and deadline stated.
  5. 05Copy of the email kept in a folder.
  6. 06Follow-up email after the deadline if no reply.
  7. 07Escalation to trade body with the same evidence pack.

FAQ

FAQ

Veelgestelde vragen

01Where do I start if something is wrong?
Always with the installer, in writing. Email is better than phone because it creates a timeline. Set a reasonable response window (5–10 working days) and a fix window proportional to the issue.
02What if the installer ignores me?
Escalate to the trade body or insurance-backed scheme listed on the warranty. They have a formal complaints procedure and can mediate.
03When is a lawyer worth it?
When the disputed value is over a few thousand euros and mediation has failed. For most dormer disputes, the trade body's mediation resolves things faster and cheaper than court.
Conclusie
Knowing the procedure changes the conversation. A first email that mentions the warranty scheme, calmly and politely, gets a serious response almost every time.