Complaints Procedure

Step by step complaints procedure

We constantly endeavour to provide the best service to our customers. However, we recognise that very occasionally; we may not get things quite right.

So if you are not happy we would like you to tell us what went wrong so that we can put things right as soon as possible.

We want to:

  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • provide you with the right outcome to your complaint

How & where to complain

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

In person

You can call into our office at County Windows, Easton Lane, Winchester, SO23 7RU (we are open Monday to Friday from 9.00 am – 5.00 pm)

In writing

You can write to us at the above address, please address your letter to The Customer Complaint Manager, or you can email us. (please link to our customer.services@county-windows.com email) 

By telephone

You can call us on 01962 840780 during our office hours listed above.

How long will it take?

We aim to resolve you complaint right away. When we receive your communication we will reply in writing, within five working days, to tell you:

  1. who is dealing with your complaint;
  2. what we understand to be the reason for your complaint
  3. when we will contact you again.

We aim to resolve all complaints as quickly as possible, but it may take longer if complex.

We will keep you informed regularly, but if you need an update, please call us on 01962 840780 and ask to speak to the person handling your complaint.

If we cannot resolve your complaint

If we can’t resolve your complaint within eight weeks, we will send you a letter explaining our reasons for the delay and indicating when we expect to provide our final response.

The Financial Ombudsman Service

We aim to resolve all complaints internally. However, after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Please note: County Windows will only refer complaints relating to the sale of financial services to the FOS.

Financial Ombudsman Service

If you would like the Financial Ombudman Service to look into your complaint you must contact them within six months of the date of our final response.

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Tel: 0800 023 4567

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

Further information can be obtained from the Financial Ombudsman Services website (please link to their site – www.financial-ombudsman.org.uk)

County Windows (Winchester) Ltd is an appointed representative of Apple Home Improvements Southern Limited which is authorised and regulated by the Financial Conduct Authority.