Customer Complaints Procedure
At Home Windows, we strive to provide a first-class service to all our customers. However, there may be occasions when you are not satisfied with the service you have received.
If you have any queries, suggestions or complaints:
- In the first instance, if you wish to complain about our services, please speak to a member of staff who will try to sort things out for you directly or will put you in touch with someone who can help. You can contact us here: sales@homewindows.co.uk or call 0333 049 8213.
- If you send your complaint by email or post, we will aim to send an initial acknowledgement of receipt of a complaint within 10 working days and a full response to complaints within 21 working days of receipt. If we cannot respond fully within 21 working days, we will keep you informed on the progress of our investigation.
- If necessary, we shall arrange a visit to your home, or the premises where the installation took place, to resolve the issue. We will endeavour to do this within 28 days of sending you the acknowledgement of your letter. Within 5 days of the visit we shall email you to confirm the work has been completed to go through any further work that may be required.
- We will try to put things right the first time, but if you are not satisfied with the way your complaint is handled and wish to take the matter further see the next item.
- If you are still dissatisfied having followed all the stages of our internal complaints procedure, you may apply to the Competent Person Scheme below with whom we are a member. They will carry out an independent investigation of your complaint.
- A complaint will be considered ‘closed’ if you write to accept the work has been completed, have accepted our findings, or fail to respond within six weeks of receiving our communications above.
Trading address for Home Windows:
100 Thornes Lane, Wakefield, WF2 7QX