We hope that you never need our complaints procedure. That’s our very clear objective with every Hazlemere customer.
Hazlemere Window Company is committed to providing high-quality customer services. Following is our customer complaints procedure as we appreciate feedback from our customers. Where a customer has experienced dissatisfaction, we value the opportunity to remedy the situation where possible, and we then use such information to help us improve.
How to make a complaint
If you are dissatisfied with an element of workmanship or customer service, then we would encourage you to speak to the individual/department concerned. They can then try to resolve any problems on the spot.
Our Main Switchboard 01494 536000 is open 9am to 5pm on weekdays (excluding Bank Holidays). Alternatively, you can complain in writing to:
The Managing Director
Hazlemere Window Company Limited
Cressex Business Park
Wellington Road
High Wycombe
Buckinghamshire HP12 3PR
When complaining, tell us:
- Your full name and address and contract number (where applicable).
- As much as you can about the complaint.
- What has gone wrong.
- How you want us to resolve the matter.
In the unlikely event of unresolved complaints Hazlemere Windows are GGF members so you can write to
The Conciliation Manager
Glass and Glazing Federation
40 Rushworth Street
London, SE1 0RB
This Glass and Glazing Federation Conciliation Scheme is a confidential correspondence based process that exists to ensure all GGF Member Companies fulfil their agreed obligations to customers and is free to use for customers who have used a GGF Member for a domestic installation.
If in a rare case a complaint is not able to be resolved by the Federation’s Conciliation Scheme, then a low-cost independent alternative dispute resolution (ADR) service is available provided through The Chartered Institute of Arbitrators.
The consumer may choose to opt for this service only after at least 56 calendar days have elapsed since their complaint was first raised with the GGF Conciliation Manager. This arbitration scheme is legally binding on both the GGF Member Company and the Customer (fees are involved on both sides for this service).
What Happens When You Have Complained?
Stage 1: Frontline Resolution
Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation.
Stage 2: Investigation
The investigation stage deals with three types of complaint: Cases that have not been resolved at Stage 1; Cases that are complex in nature and or where it is immediately apparent that detailed investigation is required;
When using Stage 2 we will:
Acknowledge receipt of your complaint within five working days.
Where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.
Provide a full response, verbally or in writing.
If you have a complaint and you have used our credit brokerage service
The procedure detailed above will be followed if you have used our credit brokerage service, but you also have access to the Financial Ombudsman Service, whether your complaint is regarding our credit brokerage activity or the products and services purchased. 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.
If we can’t agree a solution within 8 weeks we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision OR issue our final position letter which will explain our decision.
If after receiving our final position letter or 8 weeks have passed you can complain to the lender (Novuna Personal Finance) and you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
If you want the FOS to look into your complaint you must contact them within six months of the date of our final decision letter.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0800 0234567
complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their website at: www.financial-ombudsman.org.uk
Hazlemere Window Company Limited is authorised and regulated by the Financial Conduct Authourity. We act as the credit broker and not the lender. We are not paid any commissions by the lenders.
IF YOU NEED ANYTHING FURTHER
If you have any further queries regarding our complaints procedure then please email contact us online using the form below.
