Customer Complaints Procedure

Customer Complaints Procedure

We always endeavour to provide the best service and products for our clients. However, on rare occasions, we recognise that there may be times where our customers may not be entirely satisfied.

On completion of the installation, our lead installer will invite you to inspect the work to ensure everything has been carried out to our usual high standards. If you are unavailable, please perform your inspection as soon as possible after the completion of the works.

To ensure we can put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

If there are any queries with the job while the installation team are on site, please address them with the team, who will be able to sort out most issues, or refer them to the manager if needed.

In the unlikely event that you have cause to a complaint, please see our complaint procedure below:

1. Making a complaint during the installation:

Please telephone the office on 01264 335599 and outline the nature of the complaint. If a Manager is available, he will speak to you or failing that will call you back at the earliest opportunity. We endeavour to respond within one working day.

2. Making a complaint post installation

Complaints should be made in writing, addressed to the Installation Manager. Our policy is to acknowledge all complaints within one working day (Monday to Friday 9 am ? 5 pm) and respond within seven days and where possible, will provide you with a date to remedy any issues raised. This correspondence can be emailed to enquiry@testvalleywindows.co.uk or posted to Test Valley Windows, 17-18 Glenmore Business Park, Andover, Hampshire SP10 3GZ.

3. Urgent Complaints

If the complaint is a security risk, a hazard or a safety issue, then this is given priority and where possible will be dealt with the same working day (working day Monday to Friday 8 am to 5 pm). We do have a 24-hour answer service and will endeavour to respond to such problems out of normal working hours. Please call 01264 335599.

In the unlikely event that we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction, you may wish to refer your complaint to them. If you want to do so, please contact Which? Trusted traders in the first instance on 0117 981 2929.