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 happy with how your complaint was handled

How and where to complain:

If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:

• In Person - Unit 8, Headway Business Park, Denby Dale Road, Wakefield, West Yorkshire WF2 7AZ
• In Writing -  Write to us at the above address, letter addressed to The Complaints Department
• By Telephone – 0800 026 4455

How long will it take?

We will aim to resolve your complaint straight away but if we can’t we will contact you within 5 business days to tell you:

• Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

We will usually resolve your complaint quickly but if it’s 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 cannot reach agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

• Send a letter or email giving our reasons for the delay and an indication of when we expect to provide a final decision
• Issue our final decision letter which will explain our final position 
  

Or

Our aim is to resolve all credit brokerage related complaints internally. However if after receiving our final position letter or 8 weeks have passed 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

West Yorkshire Windows 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 your complaint relates to products that have not been purchased through our credit brokerage services then you would be entitled to complain to FENSA/The Glazing Arbitration Service at the following address:

The Glazing Arbitration Service
CEDR, International Dispute
Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Email: complaints@fensa.org.uk
 
The Glazing Arbitration Scheme (TGAS) is an independent ADR (alternative dispute resolution) scheme, which is the primary ADR scheme for the Glass & Glazing industry, plus other glazing related and home improvement products. TGAS is operated by the Centre for Effective Dispute Resolution CEDR (visit: www.cedr.com).

TGAS registered traders consists of GGF members (visit: www.ggf.org.uk/members) companies who sell direct to consumers and FENSA (visit: www.fensa.org.uk) registered firms who have opted into the scheme.

The Arbitrator provides a fair and impartial judgement for both consumers and traders. Please see their website for further information on the process at TGAS (visit: www.tgas.org.uk).