If You Need To Make A Complaint

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 may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

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 without delay; and
• Make sure you are satisfied with how your complaint was resolved.

Our complaints policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please write to us with the details. It is important we get your complaint in writing so we can understand exactly what has gone wrong. Please email sales@homestyleuk.co.uk or send it via post to Daniel Shemmings, Homestyle UK Windows, 7 Betts Avenue, Martlesham, IP5 3RH

What will happen next?

1. Within 3 working days:  We will send you an initial letter or email acknowledging receipt of your complaint, enclosing a copy of this procedure (If you haven’t already been sent one). We will then investigate your complaint.
2. Within 10 working days of our initial letter:  If you wish, we will arrange a meeting to discuss and hopefully resolve your complaint.  If you prefer this meeting can take place over the telephone.
3. Within 3 working days of our meeting:  We will write to you to confirm what took place and any solutions we have agreed with you.
4. Within 15 working days of our initial letter: If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter.
5. At this stage, if you are still not satisfied, you should contact us again and we can refer the complaint to GGF (Glass & Glazing Federation) and/or Suffolk Trusted Trader to attempt to resolve the complaint.
6. If the complaint cannot be resolved at this stage, then we will write to you confirming our final position. You may then take the matter to the GGF’s Alternate Dispute Resolution service, TGAS (www.tgas.org.uk)
7. We will do our utmost to keep to the timescales set out above. However, if we have to change any of the timescales above, we will let you know and explain the reason why.