Our Privacy Policy

What this Policy covers

5 Star Construction Services Ltd T/A 5 Star Windows & Conservatories is committed to protecting the privacy and security of your personal information.

This Privacy Notice describes how we collect and use personal information about you, and how we protect your data on a day-to-day basis in accordance with your rights under the General Data Protection Regulation (GDPR) 2018.

This policy does not form part of any agreement or contract and may be updated at any time.

Identity of the Data Controller

5 Star Construction Services Ltd T/A 5 Star Windows & Conservatories.

We are a data controller for any personal information that you provide to us. This means that we are responsible for determining how information relating to you is used, stored and shared.

5 Star Windows & Conservatories recognises the importance of protecting the personal information and the privacy of data provided by you (and that which may personally identify you).

By accessing or browsing our website, contacting us on social media, working with or for us, offering your goods or services to us, using any of the goods and services that we provide to you or otherwise providing your information to us (including when entering competitions or when attending our events), you confirm that you have read and understood the entirety of this privacy policy.

Categories of Personal Data we process

We will collect, store, and use the following categories of personal information about you:

a) Contact Information

Your full name
Your address
Your contact details such as phone numbers and email addresses

b) Information about the goods or services we provide to you:

information needed to provide goods or services to you (including information on account opening forms, details of your order, order history, payment details, delivery address, delivery requirements and restrictions, trade references and tax information, employment status, salary and homeowner status for the purpose of processing finance applications);
customer services information; and
customer relationship management and marketing information

c) If you choose to use social media in order to contact us or find out about our products or services, your profile information (including your preferences and interactions with us on Facebook, Instagram and Twitter) and information which you post on message boards which are relevant to our business.

As part of our commitment to raising standards, we may monitor and record communications with you (including phone conversations, emails, text and webchat conversations) for quality assurance, legal, compliance and training purposes.

Sensitive Personal Data

There may be instances where it is necessary for you to share information with us containing special categories of personal information or ‘sensitive personal data’. This relates to things such as details of medical conditions which you may need to share with us so we are able to meet your specific requirements when providing our goods and services.
Due to the sensitive nature of this information, we will only take it from you if you have given us your explicit consent and it is necessary for us to do so. We will also inform you of what we will do with this information and who we will share it with. you enter your personal details on our website, we’ll ask you for your name, address, telephone numbers (mobile and land) and email address.

Sources of Personal Data

We collect personal information relating to you directly from you.

The legal basis we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data. We use Legitimate Interest. In the situations where we collect and process your personal data, we require it to pursue our legitimate interests in a way which might reasonably be expected as part of running our business.

Our purposes for processing your data

d) Performing the contract that we have entered in to with you by providing you with the products and services that you have ordered

e) To provide you with a quote and the details of all available payment methods when you have shown an interest in our products and services

f) To issue marketing material to you about the products and services we offer

g) To process a finance application for you

h) Where it is necessary for our legitimate interests or those of a third party and your interests and fundamental rights do not override those interests

i) To comply with relevant legislation and regulations

How we use this information

We collect, use and store your personal information for the following reasons:

to allow our advisers, agents and sales representatives to follow up our service, either by email, telephone, text or mail, as part of our customer care procedure;
to help us to understand your needs and provide a better service;
to help us to improve our products and services;
to enable us to occasionally contact you for market research purposes;
to enable us to send you information about new products, special offers or other information that we think you may find interesting;
to administer our websites;
to facilitate our internal record keeping;
to enable you to participate in our competitions and promotions;
to help to prevent and detect fraud or loss;
to process orders which you place for goods or services from us;
to prepare before and after photographs of enhancements to your property to use for marketing purposes;
to amplify an event to a broader audience and for internal presentation purposes, we may use your photograph or video footage from an event where it is in our legitimate interests for marketing and business development purposes or where we have your consent; and
to contact you to invite you to write a news article about our products and services; to invite you to events, send you promotional material and for press releases if you are a journalist, where it is in our legitimate interests.
to provide relevant goods or services to you or your employer (including, to confirm and process orders, for administration of your account with us, customer loans, tax and export, billing and debt collection purposes;
to deal with any enquiries or issues you have about our goods and services, including any questions you may have about how we collect, store and use your personal information, or any requests made by you for a copy of the information we hold about you. If we do not have a contract with you, we may process your personal information for these purposes where it is in our legitimate interests for customer services purposes;
to send you certain communications (including by email or post) about our goods and services such as service announcements and administrative messages (for example, setting out changes to our terms and conditions and keeping you informed about our fees and charges);
to allow you to attend our events or participate in competitions and to send you photos that you have permitted us to take of you;
for health and safety and quality assurance;
to comply with any procedures, laws and regulations which apply to us – this may include where we reasonably consider it is in our legitimate interests or the legitimate interests of others to comply, as well as where we are legally required to do so.
to establish, exercise or defend our legal rights – this may include where we reasonably consider it is in our legitimate interests or the legitimate interests of others, as well as where we are legally required to do so
to process your information in accordance with your rights under the General Data Protection Regulation (GDPR) 2018.

Where appropriate, we will seek your consent to undertake some of these activities.

How we decide how long to retain your data

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal or contractual requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and any applicable legal or contractual requirements.

Your contact details, measurements and products used are retained on our systems for the duration of your guarantee so that we can carry out necessary repairs. If you request that we delete this information it will impact on the repairs/replacements we will be able to offer.

Who has access to your data

We may share your personal information with third parties where required by law, where it is necessary to administer the contract we have entered in to you with you, or where we have another legitimate interest in doing so.

Recipients of your data may include third-party service providers, other related business entities, a regulator, or to otherwise comply with the law.

If you choose to fund your purchase with us using one of the finance products we offer to our customers as a credit broker on behalf of lenders, we will share your data with the relevant lender so they are able to process your finance application.

Where we do so, we will require third parties to respect the security of your data and to treat it in accordance with the law.

Security of your data

As required under the General Data Protection Regulation (GDPR) 2018, we have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know.

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

Your rights

As defined by the Information Commissioners Office (ICO) under the General Data Protection Regulation (GDPR) 2018, you have the right to:

Request access to, and a copy of, your personal information that we hold.
Request correction of the personal information that we hold about you if you believe it is incomplete or inaccurate
Request erasure of your personal information in specific circumstances, such as; if our processing of your personal information is based upon legitimate interests and you believe it is no longer necessary; or if you believe we have processed your personal data unlawfully or not for the purposes which it was intended.
Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.
Request to restrict the processing of your personal information in specific circumstances, such as; you have requested that your personal information is corrected and want to restrict processing whilst we correct it; where you believe our processing is unlawful but do not want us to erase your personal information; where we no longer need to store your personal information but you require us to do so to enable you to exercise or defend a legal claim.
Data Portability in particular circumstances meaning that you can request for your personal information to be securely moved, copied or transferred from our IT environment to another. This only applies if our lawful basis for processing your data is consent or performance of a contract, and we are processing your data by automated means.

If you believe we have not complied with your rights, you can contact to the Information Commissioners Office (ICO) by visiting their website https://ico.org.uk/.

Automated decision-making & profiling

We do not conduct any automated decision-making or profiling activities whilst processing your personal information.

Use of Cookies

If you visit our website, we may use cookies where appropriate to gather information about your computer and your general interests to enable us to improve our website and target marketing appropriately.

Cookies are stored on your computer’s hard drive and cannot be used to identify you personally as they contain no personal information.

Cookies are completely safe and will expire at a set time at which moment in time they will be removed from your computer. You are completely free to delete any cookies yourself at any time or if you choose to or you can have your browser prevent them being set in the future. Our website allows you to accept or refuse the use of cookies by us during your browsing session.

Changes to this Privacy Notice

The Company reserves the right to update this privacy notice at any time. You can request the most up to date version from us at any time by contacting us on the contact details below.

Contacting us

Please do not hesitate to contact us regarding any matter relating to this Privacy notice via email to data@5starwindows.co.uk or in writing to Data Department, 5 STAR CONSTRUCTION SERVICES LIMITED, Units 1 & 2 Tenant Works, Worcester Road, Kidderminster, Worcestershire DY10 1JR

Zero Tolerance Policy

This policy explains how 5 Star Windows and Conservatories deals with unacceptable customer behaviour.

Overview

At 5 Star Windows and Conservatories, we believe that our customers have a right to be heard, understood and respected.

We also believe that our staff and contractors have the right to work in a safe environment, free from any abuse or harm caused by others.

We expect all customers to treat our staff and contractors with courtesy and respect at all times.

In a small number of cases the actions of some customers become unacceptable because they involve abuse of our staff and contractors and/or our processes.

We do not view an action as unacceptable, just because a person is forceful or determined. However, we do consider actions that result in unreasonable demands and/or abusive behaviour to be unacceptable.

There are a range of actions we consider to be unacceptable, which can be best grouped as follows: aggressive or abusive behaviour; and unreasonable demands and/or unreasonable levels of contact.

Aggressive or abusive behaviour

We understand that people can become angry when they feel that matters about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression or abuse towards our staff or contractors, we consider that unacceptable.

Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff or contractors to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations, to be abusive behaviour.

Where a customer is aggressive or abusive, we may decide to: advise the customer that we consider their actions offensive, unnecessary and unhelpful and ask them to stop; end telephone calls / appointments / meetings; terminate all direct contact with the customer; notify the police. This will always be the case if physical violence is used or threatened; and take any other action that we consider appropriate to the circumstances.

Unreasonable demands and / or unreasonable levels of contact

A demand becomes unacceptable when it starts to impact excessively on the work of our staff and contractors, or when dealing with the matter takes up an excessive amount of time and in so doing, disadvantages other customers.

Where a customer is unreasonably demanding, repeatedly contacts us in person, by phone, email etc., contacts various staff about the same issue, raises the same issue repeatedly, or sends us large numbers of documents about which the relevance is not clear, we may decide to: limit contact to telephone calls from the person at set times on set days; restrict contact to a nominated member of staff who will deal with future calls or correspondence; see the person by appointment only; restrict contact to written correspondence only; refuse to deal with further correspondence and return any documents; advise the person that further irrelevant documentation will be destroyed; and take any other action that we consider appropriate to the circumstances.

Taking action

Before we take any action, we will give the customer the opportunity to modify their behaviour. If the behaviour continues, we will take action as set out in this document.

Customers will be told in writing why a decision has been made, what the alternative arrangements will be and the length of time that these restrictions will be in place.

Our Terms & Conditions

1. General

Use by users (“you”/”your”) of www.5starwindows.co.uk (“the Site”) constitutes acceptance by you of the following terms of use. YOUR USE OF THIS SITE WILL BE GOVERNED BY THESE TERMS. PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THE SITE. If you do not agree to all of these terms of use and our Privacy Policy (“terms”), you may not use the Site which is owned and operated by 5 Star Construction Services Ltd ("us"/”our”/”we”).

These terms relate to your use of the Site.

All samples, drawings, descriptions, specifications, illustrations, photographs and advertising or equivalent or otherwise (“Sample(s)”) are issued or published on the Site for the sole purpose of giving an approximate idea of the products represented by or described in them. By using this Site, you appreciate that the colour of the product as they appear in the Samples may not accurately reflect the colour when the product is actually viewed and colour variation may otherwise occur outside of our control or the manufacturer, and whilst we use reasonable endeavours to ensure that the Site Samples match the actual product, we cannot and do not guarantee this. Accordingly, any purchase by you of product based on the Site Samples alone will not be deemed as a sale by sample.

2. Copyright and Trademarks

The information and materials ("Content") appearing on the Site are displayed for personal, non-commercial use only. All software used on the Site and all Content included on the Site (including, without limitation, site design, text, graphics, audio and video, the selection and arrangement thereof and the underlying source code) is our property, or that of our suppliers, and is protected by international copyright laws. ALL RIGHTS RESERVED.

None of the Content may be downloaded, copied, reproduced, republished, posted, transmitted, stored, sold or distributed without the prior written permission of the copyright holder. This excludes the downloading of one copy of extracts from the Site on any single computer for personal, non-commercial home use only, provided that all copyright and proprietary notices are kept intact. Modification of any of the Content or use of any of the Content for any purpose other than as set out herein (including without limitation on any other website or computer network) is prohibited. If you breach any of the terms of this legal notice, your permission to use the Site automatically terminates and you must immediately destroy any downloaded or printed extracts from the Site. Requests to republish any of the Content and to use quotations or extracts from the Site should be addressed by postal mail to:

Marketing Manager
5 Star Windows & Conservatories
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR

All trademarks, service marks and logos used on the Site from time to time are the trademarks, service marks or logos of their respective owners. We have made every effort to secure (where appropriate) licenses and clearances for all third party intellectual property used on the Site. You may notify us of alleged intellectual property rights infringement by contacting us by postal mail to:

Marketing Manager
5 Star Windows & Conservatories
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR

3. Links to third party websites

The Site may from time to time include links to third party internet websites which are controlled and maintained by others. Third party web sites includes any web site other than www.5starwindows.co.uk. This Terms Of Use applies to www.5starwindows.co.uk and does not apply to any other dealer web site (please see those respective web sites for their Privacy Policy and Terms of Use guidelines). Links from our Site to any other web site are included solely for your convenience and do not constitute any endorsement by us of the websites linked to or referred to, including the products and/or services featured on those websites, nor do we have any control over, or knowledge of, any privacy practices or content of any such websites. Further, we have not reviewed these third party websites and do not make any representations regarding the availability, content or accuracy of materials on such websites. If you decide to access third party websites through links on the Site, you do so at your own risk. Your use of third party websites is subject to any terms and conditions of use of those websites which you should read immediately prior to submitting personal information to those websites.

4. Liability disclaimer

While we endeavour to ensure that the information on the site is correct, to the maximum extent permitted by law, we provide you with the site on an ‘as is’ basis only. You accept that access to the site may be suspended at any time and without notice in the case of systems failure, maintenance or repair or for any other reasons whatsoever, including for reasons beyond our control.

We make no representation or warranties of any kind, express or implied, as to the operation of the site or the information (including samples as defined at clause 1 above), reliability, completeness or timeliness of the content or services available on the site or that the use of the site will be uninterrupted, timely, secure or error-free. You expressly agree that your use of the site is at your own risk.

Further, any other party (whether or not involved in creating, producing, maintaining or delivering the site) including the officers, employees, consultants or agents exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or any third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money or loss or damages arising from or connected in any way to business interpretation and whether in tort (including without negligence) contract, warranty or otherwise in connection with the site in any way or in connection with the use, inability to use or the results of use of the site, any websites linked to the site or the content on the site, including but not limited to loss or damage due to viruses (including logic bombs, trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data) that may infect your computer equipment, software data or other property on account of your access to, use of, or browsing the site or your downloading of any content from the site or any websites linked to the site. Further, we exclude all liability and responsibility as set out above whether or not we are advised of the possibility of such loss or damage.

Nothing in this legal notice shall exclude or limit our (including our employees or agents) liability for:-

(a) death, personal injury or fraud caused by our negligence; or (b) mis-representation as to a fundamental matter; or (c) any liability which cannot be excluded or limited under applicable law, including:-

(a) conditions and warranties as to title to goods implied by sale of goods legislation and where the customer deals as a consumer; or

(b) conditions as to goods’ description, fitness and quality and implied by sale of goods legislation and conditions as to supply of goods and services legislation

If your use of the content on the site results in the need for servicing, repairing or correction of equipment, software or data you assume all costs thereof.

If you are a consumer this legal notice does not affect your statutory rights which you have under law which cannot be excluded or limited. If you want to know what these rights are, you should contact your local Citizens’ Advice Bureau.

5. Your account

If you have an account with us, then you are responsible for maintaining the confidentiality of this account and any related passwords for your restricting access to your computer and/or account. You agree to accept responsibility for all activities that take place under your account and/or passwords. Currently, only employees, CO dealers and their employees and certain vendors require passwords to access certain portions of the web site. At this time, general consumers do not require passwords to access our Site. In the event that providing you with a password becomes necessary or helpful to your use of our Site, you will be responsible for maintaining the confidentiality of this account and any related passwords for your restricting access to your computer and/or account. You agree to accept responsibility for all activities that take place under your account and/or passwords.

Other than personal data or sensitive personal data about you, which is covered under the terms of our Privacy Policy, any material you transmit or post to the Site shall be considered non confidential and non-proprietary. We shall have no obligations with respect to such material. We and designated third parties shall be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text and other things embodied therein for any and all commercial or non-commercial purposes. You are prohibited from posting or transmitting to or from the Site any material: that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; or for which you have not obtained all necessary licenses and/or approvals; or which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability or otherwise be contrary to the law of or infringe the rights of any third party, in the United Kingdom or any other country in the world; or which is technically harmful (including without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data); or which facilitates your misuse of the Site (including, without limitation, hacking). We shall fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of the above prohibitions.

6. Termination

You agree that we may in our sole discretion and at any time terminate any password and account (or any part thereof) of yours without limitation, if we reasonably believe that you have violated or acted inconsistently with the letter or spirit of these terms.

7. Special offers and finance

5 Star Construction Services Ltd reserve the right to end or change offers featured on our website at any time without prior notice. All others and products are subject to availability. All finance is subject to status and written quotations are available upon request. 5 Star Construction Services Ltd is Authorised and regulated by the Financial Conduct Authority. If you have any questions or a complaint about our special offers or finance please contact us by writing to:

Marketing Manager
5 Star Windows & Conservatories
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR

or telephone 01562 60800

8. Indemnity

You agree to indemnify and hold us, our officers, employees, agents, consultants, licensees, web designer, web personnel and suppliers, harmless from and against any claims, actions or demands, liabilities and settlements including, without limitation, reasonable legal and accounting fees, resulting from or alleged to result from, your use of the Content of the Site in a manner that violates, or is alleged to violate, these terms. We shall provide notice to you promptly of any such claim, suit, or proceeding, and shall reasonably co-operate with you, at your expense, in your defence of any such claim.

9. Force Majeure

We will not be liable for any delay or failure in performance or interruption of the delivery of the Content of the Site. Furthermore, we will not be liable for any delay or failure in performance or interruption of the delivery of the Content of the Site resulting directly or indirectly from any cause or circumstances beyond our reasonable control, including but not limited to failure of equipment or communication lines, telephone or other interconnect problems, computer viruses (including logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data), unauthorised access, theft, operator errors, severe weather, earthquakes or natural disasters, strikes, or other labour problems, wars or governmental restrictions.

10. Severability and Waiver

If any provision of these terms is found to be invalid by any court having competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these terms, which shall remain in full force and effect. No waiver of any of these terms shall be deemed a further or continuing waiver of such term or any other term.

11. Access outside England

We are based in England. Access to the Content of the Site may not be legal by certain persons or in certain countries. If you access the Site from outside England you do so at your own risk and are responsible for compliance with the Laws of your jurisdiction. Recognising the global nature of the internet, you agree to comply with all local rules regarding online conduct and acceptable content. Specifically, you agree to comply with all applicable laws regarding the transmission of technical data exported from the country in which you reside.

12. Entire agreement

These terms constitute the entire agreement between you and us and govern your use of the Site, superseding any prior agreements between you and us.

13. Jurisdiction

These terms are governed by, and construed in accordance with, English Law unless you live in Scotland in which case, these terms will be governed by Scots Law and you and us irrevocably agree that the UK Courts shall have non-exclusive jurisdiction to settle any dispute which may arise out of or in connection with these terms or the legal relationship established by them, and for those purposes irrevocably submit all disputes to the non-exclusive jurisdiction of the UK Courts.

14. Notification of changes to these terms and conditions

We reserve the right at our sole discretion to add to or change these terms. If we publish any changes we will let you know by posting such changes to this page and/or by posting notification of change to our Site homepage. Once we have posted any such changes it is then your responsibility as a user to ensure that you are aware of such changes from time to time. Changes will become effective 24 hours after first posting and you will be deemed to have accepted any change if you continue to access the Site after that time.

15. User information

We do collect information on what pages are accessed or visited by you for statistical purposes. Our web site uses web site statistical services that compile statistics on the general geographical locations of users, IP addresses, the time spent on the web site, the pages visited, the screen resolutions and other useful statistical data pertaining to visitors' computers and the pages accessed when visiting the Site. By viewing any page within our Site, your data is collected by our stats services. Other personal information may be volunteered by you, such as your contact details, survey information and/or any site registrations. We use this information for internal review and in order to improve the content of the Site.

We gather personal information necessary to fulfil your order such as your name, telephone number, email address and postal address and any enquiries that you provide voluntarily when you contact us by e-mail, by phone or complete any on-line forms. In order to provide you and other Site users with a personalised and valuable service we operate a voluntary personal information submission process. During submission a user is required to give contact information as described above. We may ask you to provide us with information regarding your contact preferences in order to provide you with further correspondence about our products and services. You are not obliged to provide this information and you can opt out of this correspondence during registration. Further, without prejudice to the above, we shall at all times process your information obtained via your access and use of the Site and/or otherwise in accordance with our Privacy Policy. Where we collect from you and you voluntarily submit to us your information whilst using this site, our use of your information will be governed by these terms including our Privacy Policy. Please read these terms of use and our Privacy Policy carefully before using the site.

16. Our contact details

If you have any comments suggestions or questions about these terms and/or the Site and/or us generally, please contact us by writing to:

Marketing Manager
5 Star Windows & Conservatories
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR

17. Monitoring phone calls

We may monitor and record phone calls. This will help us to improve our service and make sure we keep to our practices and procedures. Also, by recording phone calls, we can provide evidence of any agreements you enter into over the phone. Any phones calls recorded will be deleted after 30 days.

18. Company information

This site is the property of:
5 STAR CONSTRUCTION SERVICES LIMITED
Trading as 5 STAR WINDOWS & CONSERVATORIES
TELEGRAPH HOUSE
59 WOLVERHAMPTON ROAD
STAFFORD
STAFFORDSHIRE
UNITED KINGDOM
ST17 4AW
Company No. 07576276

How we deal with complaints...

Our aim here at 5 Star Windows & Conservatories is to always provide a high quality and efficient service for all our customers and we recognise that things can unfortunately go wrong occasionally.

We take any complaints and concerns that we receive very seriously and aim to resolve them efficiently and speedily, the sooner you bring any concerns to our attention the sooner we will resolve them.

5 Star Windows & Conservatories will always comply fully with the terms and conditions of our contractual agreement and guarantee as we appreciate and value all our customers.

On receipt of your complaint, whether received by telephone, letter, email or fax, it will be investigated by our Customer Services Department and allocated to the most appropriate department/ person to address and resolve the issue.

The complaints handling procedure:

Our contact number is 01562 60800 and is available to take your calls from 10am to 5pm weekdays.

We feel that keeping our customers informed is vital we will do this through each stage of the rectification process.

Action we will take:

Acknowledge your complaint promptly.
Advise you clearly who is investigating your complaint and provide you with a contact name and telephone number.
Carry out a thorough investigation into the matters you have raised and implement the appropriate action.
Ensure that all correspondence and communication is clear.
Maintain contact until all rectification / remedial works are complete.
We will enter the details of each contact on our database so that whoever may take your call will be aware of the situation and will be able to handle your calls efficiently

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

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

Contact Details:

5 Star Windows & Conservatories
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR

Tel: 01562 60800
Email: customerservices@5starwindows.co.uk