If you’re not completely happy with our service we’d like to hear about it – that way 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
  • make sure you are satisfied with how your complaint was resolved

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our installation office at 295 Lower Addiscombe Road, Croydon, CR0 6RE. We are open Monday to Friday 10.00am – 4.00pm

In writing – write to us at the address above and address your letter to The Customer Complaint Manager.

By telephone – call us on 020 8655 0066 during our office hours and ask for the Customer Services Department.

By email – info@albionwindows.com

How long will it take?

We aim to resolve your complaint straight away but if we can’t, we will write to you within 5 business days to tell you:

– Why we have not resolved your complaint

– Who is dealing with your complaint

– When we will contact you again

We will usually resolve your complaint quickly but if it is complex it may take longer.

We will keep you informed on a regular basis (and every 4 weeks as a minimum) but if you need an update please call us and ask to speak to the person handling your complaint.

If we cannot reach agreement with you

If we can’t agree a solution with you within 8 weeks, we will:

  • Put in writting our reasons for the delay and an indication of when we expect to provide a final decision

OR

  • Issue our summary resolution which will explain our final position

We will usually resolve your complaint quickly, but if it is complex, it may take longer. We will keep you informed on a regular basis but if you need an update, please call us on the number above and ask to speak to the person dealing with your complaint.

Which? Trusted Trader dispute resolution

Where we cannot resolve any complaints using our own complaints procedure, as we are Which? Trusted Traders, you may refer the complaint to them by email trustedtraders@which.co.uk or by calling 0117 456 6032. In the unlikely event of a resolved not being found, the complaint will be referred to RICS Consumer Adjudication Service.

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Credit Brokerage related complaints

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 0234567

Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.

They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement

If you are not satisfied with their response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.