Complaints Policy 

Where we work really hard to make sure all of our customers are happy with the service that we provide we do understand that at times things can go wrong. If that is the reason that you are visiting this page then firstly we are sincerely sorry that you have felt the need to lodge a formal complaint and we will do all we can to resolve it.

 

In the first instance we would request that you contact our office direct to allow us the opportunity to address your concerns and put things right. 

 

If you feel we have not addressed your initial concerns correctly or to your satisfaction and wish to make a formal complaint then please follow the step below. All complaints are treated with the upmost importance. We aim to resolve your complaint within 6 weeks but will be in touch every step of the way to ensure we achieve a satisfactory result as soon as possible. 

 

To make a formal complaint;

Please put in writing exactly what you feel went wrong including as much detail as possible and what you feel needs t be done to resolve the situation. Please be sure to include your name, address, contact details, and contract number. 

 

Complaints can be sent to;

 

Manor Glazing Stroud Ltd

35 Bracelands 

Eastcombe

Stroud

Glos

GL6 7DS

or emailed to manorglazing09@aol.com

 

Once we have received your complaint we will:

 

  • Acknowledge your complaint
  • Advise you who will be overseeing your complaint and give you their name and contact details 
  • Tell you what steps will be taken next.
  • Give you a date of when you can expect to hear from us next.

 

Investigation and outcome.

 

The details of your complaint will be investigated by one of our partners. They will look into every aspect of your experience with us from initial contact and signing of the contract by yourselves to what transpired during your installation. An objective review of the facts and evidence of your complaint as well as the resolution that you are seeking will be undertaken. 

We will then make a decision and contact you.

 

There are two possible outcomes to your complaint;

 

A)  We agree with your complaint:

If, after investigating all the aspects, we find that your complaint is in whole or in part justified we will inform you and work as quickly as possible to come to a resolution. Once this has been done to you satisfaction we will then ask you to confirm in a contract that all outstanding isssues have been recitified to your satisfaction. We will then provide you with a final outcome response which will include details of what went wrong and what we have done to rectify it. 

 

B) We disagree with your complaint

Whilst we will always endeavour to ensure our customers are happy and iron out any niggles that may arise but if after investigating, we find that we have done everything to act fairly and reasonably within the terms of our contract we may find your complaint to be unjustified. We will always give you a full written response detailing why we do not agree with your complaint. 

 

Further Steps

If you remain dissatisfied with the result of your complaint you are within your rights to take the next steps. 

 

Contact the Double Glazing and Conservatory Ombudsman Scheme:

 

Although they only offer mediation to to consumers and traders who are DGCOS registered, everyone has access to their free consumer advice line.

 

Escalating your Complaint to the GGF

(Glass and Glazing Federation)

 

If the process above yields no resolution, you may go directly to the GGF, which offers a Conciliation service. This is normally free of charge but we alway advise that you ask them if this is the case when contacting them. 

 

 

 

 

 

01452 770152

Opening times:

Monday-Friday 9am to 5pm

Saturday-9am-12pm

Sunday closed

100% Satisfaction
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