Customer Service · Legal

Complaints Procedure

Last updated: [OWNER: Insert date] Version: 1.0

Elevation Glazing Ltd is committed to providing a quality service. If we fall short of your expectations, we want to know so we can put things right. This page explains how to make a complaint and what you can expect from us.

1. How to Make a Complaint

In the first instance, please contact us directly. The quickest way to resolve most issues is to speak with us or write to us with the details.

Emailenquiries@elevationglazing.co.uk
Telephone0121 517 2569
PostElevation Glazing Ltd, 10 Claudius Way, Coleshill, Birmingham, B46 1FE

When contacting us, please provide:

  • Your name and contact details
  • The address where works were carried out
  • A description of the issue you are raising
  • Any relevant documentation, photographs or correspondence
  • What outcome you are seeking

2. What Happens Next

Stage Timescale
Acknowledgement We will acknowledge receipt of your complaint within 5 working days.
Investigation We will investigate your complaint and aim to provide a full written response within 28 calendar days of receipt. Where we need more time, we will let you know.
Resolution We will set out what we propose to do to resolve the complaint, or explain our position if we disagree with the complaint.

3. If You Are Not Satisfied

If you are not satisfied with our response, or if 8 weeks have passed since you first raised your complaint and it has not been resolved, you may have further options.

For domestic (consumer) customers:

  • Alternative Dispute Resolution (ADR): We are not currently subscribed to a consumer ADR scheme. However, the following options may be available to you as a consumer. The EU Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr. Once our FENSA registration is confirmed, FENSA's dispute resolution service will also become available for eligible domestic installation complaints.
  • Citizens Advice: citizensadvice.org.uk or 0808 223 1133.
  • Trading Standards: Via your local council.
  • Small Claims Court: For disputes under £10,000, you may be able to use the small claims track of the County Court.

For commercial customers:

  • Disputes not resolved by negotiation may be referred to mediation or, as a last resort, resolved through the courts of England and Wales.

FENSA (once registration is confirmed):

  • Elevation Glazing Ltd is currently in the process of FENSA registration. Once registration is confirmed, customers with complaints about domestic window or door installations may also be able to raise concerns directly with FENSA at fensa.org.uk. We will update this page when registration is complete.

4. Record Keeping

We maintain a log of all complaints received. This helps us identify patterns and improve our service. Complaint records are handled in accordance with our Privacy Policy.

5. Contact Us

If you have any questions about this procedure, please contact us at enquiries@elevationglazing.co.uk.