Complaints Procedure

Our Complaints Procedure

Our commitment to you

At Thewindowhub.co.uk LTD every customer is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

THEWINDOWHUB.CO.UK LTD Complaints Procedure

1) We will acknowledge your complaint promptly within 5 working days of receipt.

2) We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.

3) We will endeavor to send a final response to you within 7 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 7 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

FENSA
40 Rushworth Street
London
SE1 0RB

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.