Complaints Procedure
thewindowhub.co.uk ltd. Last updated March 2026
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 will deal with your complaint promptly, effectively and in a positive manner.
How to Complain
Contact us by email at info@thewindowhub.co.uk, by phone on 08000 219 319 (freephone), or in writing to: Complaints, thewindowhub.co.uk ltd, 72-74 High Street, Staple Hill, Bristol, BS16 5HN.
1. Acknowledgement
We will acknowledge your complaint promptly within 5 working days of receipt.
2. Investigation
We will investigate your complaint and endeavour 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. Final Response
We will endeavour 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. Escalation to FENSA
If more than 7 weeks from the date of your complaint has passed 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.
Finance Complaints
Complaints relating to finance should be directed to Phoenix Financial Consultants Limited (FRN: 539195). If unresolved, you can refer the matter to the Financial Ombudsman Service.