About Us

Our Service Guarantee

At Decra, we are committed to providing you with a service that is second to none. The following service guarantees are the result of a company-wide initiative and reflect our determination to make your dealings with us a pleasure.

Our aim is to provide this level of service during all our working hours – Monday to Friday 8.30am to 5.15 pm. If you can think of additional issues that would help you even more, please speak to any member of the service team at Decra - Tel: 0161 8654444. 

When you contact us

We guarantee that…

  • We will answer all telephone calls within 5 rings.
  • We will not transfer you more than once unless absolutely necessary.
  • You will always get a real person, not a recorded message.
  • You will not be asked to leave a voicemail message.
  • You will not be speaking to a call centre.
  • If all of our Sales Support and Technical Support team are engaged, we promise to call you back within 2 hours at the very most.
  • We will respond to all written enquiries within two working days.
  • Your name and address will never be sold on to a 3rd party. Your details are confidential.

 

When you require assistance

We guarantee that…

  • We will provide you with access to a library of easy-to-understand technical documentation, relevant codes of practice and British Standards.
  • Everyone in technical support roles has both technical experience and ongoing relevant CPD training to advise you correctly.
  • If you require local technical support it will be provided on your doorstep within 2 working days by one of our directly employed, local technical support team.
  • We will give you assistance in dealing with Planning Departments through a local Decra Technical Advisor.
  • When you contact us for a full roofing survey, we will come back to you within 1 working day to organise a date for Decra’s trained site survey team to carry it out.
  • A comprehensive specification report will then be drawn up to provide solutions that are necessary for a trouble-free roof.
  • We will provide training and instruction

 

When you place an order with us

We guarantee that…

  • With nearly 30 years of experience behind us, we will provide a service that is second to none.
  • With our investment in a high level of stocks we offer 100% availability for 98% of orders.
  • You will have a maximum delivery time of 4 clear working days; 2 working days is typical.
  • Your delivery will arrive in the morning or the afternoon, as agreed, of the day specified.
  • You can collect from Decra with four working hours notice.
  • All orders are double checked by a second member of Decra’s staff before being dispatched to you.
  • In the unlikely event that we make a mistake with your order, we will pay reasonable costs to rectify the situation. .

And once you’ve taken delivery

If you have any queries about your new roof, please call our After Sales Service Team on 0161 8654444

 

 

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    Contact Us

    Contact Us

    To discuss your project in more detail please contact
    Your Local Area Manager

     

    Technical Support

    Telephone:

    0161 865 4444

    Email: technical.uk@icopal.com

     

    Sales Enquiries & Orders

    Telephone:

    0843 224 7400

    Fax:

    0843 224 7401

    Email: sales.uk@icopal.com

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