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 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.