Complaints Policy - Strong Double Glazing

COMPLAINTS POLICY

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

About US

Strong Double Glazing is a local independent family run business serving customers in Rugby, Warwickshire, Northamptonshire and Leicestershire. After being in the window industry for the last 20 years we have developed a wide range of specialised skills in all aspects of double glazing and fitting. With the vast amount of knowledge we have gained through the years we provide an amazing personal experience for every individual customer. We are extremely proud of our reputation and pride ourselves on our high standard of work and service from start to finish and especially our after service care.

We may use subcontractors for specific aspects of the work to be completed.

Strong Double Glazing Ltd is an Introducer Appointed Representative (Financial Services Register No. 1011152) of Phoenix Financial Consultants Limited (Phoenix). Phoenix is a credit broker, not a lender. Phoenix is authorised and regulated by the Financial Conduct Authority (FRN: 539195), and offers finance from its panel of lenders. All finance subject to status and credit checks.