“Complaints-Handling Procedure”
If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
* Make it easy for you to tell us what went wrong
* Give your complaint the attention it deserves
* Resolve your complaint fairly
* Make sure you are satisfied with how your complaint was handled
HOW AND WHERE TO COMPLAIN:
IF YOU ARE NOT SATISFIED WITH ANY ASPECT OF OUR/PRODUCT SERVICE YOU CAN TELL US
IN A MESSAGE
You can text or Whatsapp your message to 07840 757 683
BY TELEPHONE
07940 757 683
BY EMAIL
paul@double-glazing-repairs.co.uk
WE ARE OPEN FOR COMMUICATION
Mon - Fri 8am-5pm
Sat - closed
Sun - closed
COMPLAINTS PROCEDURE
Step 1 – Raising a Formal Complaint
You can contact us to raise a formal complaint by telephone, email or messenger services shown above or use our complaint form at the bottom of this page.
It is important that you provide:
Your name, address, email address and contact telephone number
Provide your order number or invoice
Exactly what went wrong, including when it happened, what happened.
Send photographs of the issue if possible via messenger, text or email.
How you would like us to resolve the matter.
Once we have received a formal complaint from you, this is what will happen next:
Step 2 – Investigation
The investigation of your complaint will be undertaken
If your complaint relates to workmanship or product quality, it is likely that an inspection will need to be booked. Following the inspection, if any rectification work is required, a report will be drafted, detailing exactly what is planned. This will be shared with you to ensure that you agree that there is nothing missing from the report.
Once any parts and/or replacements are received and have been checked, an appointment will then be made with you, for the work to be carried out. We will call you again on the day before your appointment, to ensure that you are still in agreement with the works that are planned and that nothing further needs to be added.
Step 3 – Resolution & Closure
Once the repair has been completed your complaint will be closed, we add all complaints to your account file to help monitor situations should the same fault arise again in the future.
Most minor issues resolved promptly.
