Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.
We want to:
How & where to complain
If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
In person – call into our office at the address shown overleaf. We are open (Insert times)
In writing – write to us at the address overleaf and address your letter to (Insert name)
By telephone – call us on (Insert number) during our office hours and ask for the Customer Services Department.
By email – using the email address shown overleaf
How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
Please see timeframes below:
If we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks, we will:
- Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
Office: 0208 345 6008
Email: quotes@northlondonwindows.co.uk
Unit 14, Chingford Industrial Centre,
Hall Lane,
Chingford
London
E4 8DJ
Monday - Friday: 08:00 to 16.00
Saturday and Sunday: Closed