01277 800 236
info@windowdoctoressex.co.uk
Professional Window Repair Essex
CALL

Complaints Procedure

At Window Doctor Essex, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our workmanship, honest advice and friendly service, and the vast majority of our work is completed without any issues.

However, if you are unhappy with any aspect of our service, we genuinely want to know. Your feedback gives us the opportunity to investigate the situation and, where appropriate, put things right as quickly and fairly as possible.

Most Issues Can Be Resolved Quickly

We understand that problems can occasionally happen, whether it’s a misunderstanding, a damaged component or something that simply hasn’t met your expectations.

Please contact us before leaving a review or seeking third-party advice. In most cases, a quick conversation is all that’s needed to resolve the issue, and we’ll always do our best to reach a fair and satisfactory outcome.

Our Commitment To You

When you raise a concern with us, you can expect us to:

  • Listen carefully and treat your complaint with respect.
  • Respond promptly and professionally.
  • Investigate the issue thoroughly.
  • Keep you informed throughout the process.
  • Agree a practical solution wherever possible.
  • Use your feedback to continually improve our service.

How To Make A Complaint

If you believe there is an issue with work we have carried out, please contact us as soon as possible after the work has been completed.

You can get in touch by:

  • Telephone
  • Email
  • Writing to us

Please include your name, address, details of the work completed and a description of your concerns. If possible, photographs can also help us understand the issue more quickly.

Our Complaints Procedure

  1. We aim to acknowledge and respond to your complaint within 5 working days.
  2. If required, we will arrange a convenient time to inspect the work and discuss your concerns.
  3. Where remedial work is appropriate, we will agree a suitable solution and aim to complete any necessary work within 28 days, subject to access and the availability of replacement parts.
  4. We’ll keep you updated throughout the process until the matter has been resolved.

If We Are Unable To Resolve Your Complaint

Although this is extremely uncommon, if we are unable to reach a mutually acceptable resolution after completing our internal complaints procedure, and both parties agree that a final position has been reached, you may be able to refer the matter to an independent Alternative Dispute Resolution (ADR) service.

As a Which? Trusted Trader, eligible domestic customers may have access to the Which? Trusted Traders Alternative Dispute Resolution scheme.

For information about eligibility, please contact Which? Trusted Traders on 02922 670 040.

Always Striving To Improve

Every comment, suggestion and complaint helps us improve the service we provide. We genuinely value our customers and appreciate the opportunity to resolve any concerns before they become bigger problems.

Thank you for giving Window Doctor Essex the opportunity to put things right. We appreciate your business and will always aim to provide the professional service you deserve.

Menu