COMPLAINTS HANDLING PROCEDURE POLICY FOR Select Windows Honiton Ltd
1. Overview & Purpose
Select Windows (Honiton) Ltd is committed to providing high-quality products and excellent customer service. We recognize, however, that mistakes can sometimes happen. When something goes wrong, we need our customers to tell us about it. This helps us to improve our standards and prevent future issues.
If you have a complaint, please contact us with the details. We will deal with your complaint fairly, efficiently, and confidentially.
2. How to Make a Complaint
You can register your complaint through any of the following methods:
- By Email: info@selectwindowshoniton.co.uk
- By Telephone: 01404 44555
- By Post: Select Windows (Honiton) Ltd, UNITS 7-9 Devonshire Way Heath park Ind est Honiton, Devon, EX14 1YF UK
3. Our Complaints Handling Procedure
- Stage 1: Acknowledgement
- Timeline: We will send you a written acknowledgement of your complaint within 5 working days of receiving it. We will also enclose a copy of this procedure document.
- Stage 2: Investigation
- Process: A designated manager will investigate your complaint. This will involve reviewing your file, speaking with the relevant team members, and examining any relevant evidence or technical reports.
- Stage 3: Response
- Timeline: Within 21 working days of receiving your complaint, the investigating manager will send you a detailed written response. This will include our findings and, if applicable, our proposals for a resolution.
- Stage 4: Appeal & ADR
- Escalation: If you remain dissatisfied with our final response, you can request an internal review by a senior director. Furthermore, as a professional glazing installer, if we cannot reach a mutually agreeable outcome, you may refer your case to an Alternative Dispute Resolution (ADR) scheme provider or competent person scheme authority (such as the GGF or FENSA) for independent adjudication.
