If you are not satisfied with any aspect of out service or products, please tell us of your complaint..

If your purchase was made by way of finance arranged by Totalglaze Windows Ltd, and if you want the Financial Ombudsman Service to look into your complaint you must contact them within 6 months of the date of our final response letter

Please note: Only complaints relating to the sale of financial services should be referred to Financial Ombudsman Service.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

T: 0800 0234567

Or email them at complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk

Step-by-Step Complaints Procedure

If you’re not completely happy with our product or 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 services 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, as quickly as possible
• Make sure you are satisfied with how your complaint was resolved

How and when 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 office at the address shown overleaf, we are open Monday-Friday 9.00am – 5.00pm.

In writing: write to us at the address provided

Unit M Westwood Industrial Estate
Enterprise Road
Margate
Kent CT9 4JA

By telephone: call us during our office hours on 01843 297555

By email: support@totalglaze.com

How long will it take?

We aim to resolve your complaint as quickly as possible, but if delayed we will write to you to inform you

• Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you

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 call us on 01843 297555 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you

If we can not agree a solution with you within 8 weeks, we will

1) Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision

Or

2) Issue our final decision letter which will explain our final position.

Contacting Us

We strive to be as accessible and helpful to our customers as possible. If you need to discuss anything then please contact us on:

Phone: 01843 297555
Email: info@totalglaze.com
Post: Totalglaze, Unit M/Enterprise Rd/Westwood Ind Est, Margate CT9 4JA