Customer complaints procedure
Your right to complain
We understand that things may not always go as planned, and that you may wish to make a complaint about the service we have provided.
As a business, we take complaints very seriously, and treat them with extreme confidentially, and deal with the as quickly as possible.
Our job is to listen to you, understand your complaint, and find the best course of action to resolve it.
We know we may not be perfect, and things do go wrong from time-to-time, but we do strive daily to be the best company for you. This is why we have a complaints procedure.
What can I do?
If you’re unhappy with the service you have received, it is important that you tell us.
In the first instance, we would ask you get in touch with us by telephone (0800 310 2828), and let us know why you are unhappy. Our aim at this point is to bring resolution as quickly as possible.
This approach is the easiest way, and in almost every case, we find a solution to the issue.
On the very rare occasion, if you are still not happy with the outcome, we would ask you to make a formal complaint.
Making a formal complaint
We have two ways to make a formal complaint:
In writing via post or email.
The easiest way is to email sales@upvcdoor.co.uk detailing your personal details and complaint.
Alternatively, you can wite to us at the following address:
Forth Windows & Doors Ltd T/A upvcdoor.co.uk
Unit T
Telford Road
Glenrothes
KY7 4NX
Review of your complaint
If you’re not happy with our response to your formal complaint, you can ask for a review within 30 working days of receiving our response.
This review of your complaint will be conducted by the company director/s.
If you’re still not happy with the review of your complaint, you can ask for your complaint to be looked at by the Double Glazing & Conservatory Ombudsman Scheme.
Review by the Double Glazing & Conservatory Ombudsman Scheme (DGCOS)
In the event that your complaint has not been satisfied, the DGCOS can be contacted using the details below, or you can go directly to the Double Glazing & Conservatory Ombudsman Scheme website:
Chartered Trading Standards Institute
Solutions House
Chorley Business & Technology Centre
Euxton Lane
Chorley
PR7 6TE
United Kingdom
Contact information
Email address: info@dgcos.org.uk