Financial Complaints Procedure

Complaints

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

– Make it easy for you to tell us what went wrong

– Give your complaint the attention it deserves

– Resolve your complaint fairly and without delay

– Make sure you are satisfied with how your complaint was handled

How To Contact Us

In the first instance speak to us on 01902 661779 so that we can fully understand your concerns. Our internal complaints process will ensure that the right person can address your complaint and resolve any matters quickly.

If you are not satisfied with how we resolved your complaint you can tell us in the following ways:

– In person: 8 Meadow Lane, Coseley, Wolverhampton, WV14 9NQ

– In writing: 8 Meadow Lane, Coseley, Wolverhampton, WV14 9NQ, please address your letter to the Commercial Manager

– By Telephone: 01902 661779

– By email: headoffice@dwwindows.co.uk

How Long Will It Take?

We will aim to resolve your complaint straight away but if we can’t we will come back to you within 2 business days to tell you:

– Who is dealing with your complaint

– Why we have not yet resolved your complaint

– When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

Financial Complaints

If you have a compliant which we believe is against a 3rd party (such as a lender) , we will:

– Respond to you within 2 days and explain to why the complaints has been handed to the 3rd party.

– Provide the name and contact details of the 3rd party business.

We will co-operate fully with the Financial Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact: