We hope that you never need our complaints procedure. That is truly clear our objective with all 5 Star Windows & Doors customers.
But of course, we must make provision for the unthinkable and create a complaints procedure that is clear, fair, and timely.
Complaints are exceptionally important to us, we treat them not as distractions or inconveniences, but as opportunities to gain experience and to make things better.
That is why, if you are not happy with anything at all about our products or service, we do want to know about it.
How to make a complaint
If you do wish to contact us regarding a complaint, then it is up to you how you do it. We make provisions to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.
Complaints by post should be addressed to:
Customer Services
5 Star Windows & Doors
Units 1 & 2 Tenat Works
Worcester Road, Kidderminster
Worcestershire DY10 1JR
Complaints by phone regarding a current or previous installation or regarding 5 Star Windows & Doors aftersales or any other service, should be made on 01562 60800.
Complaints in person should be made at our Kidderminster Showroom, which is at the same address between the hours of Monday to Friday 9.00am – 5.00pm
Complaints via email should be made using:
customerservices@5starwindows.co.uk
How it all works from there
Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion, this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out so we can work out the right course of action. Where this is the case, here’s how things will work:
Acknowledgement
We will acknowledge your complaint, either by email or letter. We will tell you the reason we could not resolve it straight away and who will oversee your complaint.
Decision
We aim to decide on how to proceed regarding your complaint within a fortnight of it being made. Rest assured that we will always tell you if there is going to be a delay beyond this date. Decisions will always be confirmed in writing to you.
Action
Where we agree that further action is required on behalf of 5 Star Windows & Doors for the complaint to be resolved, we will aim to complete this work within six weeks of the (original) issue being raised. We will always inform you if there is going to be a delay beyond this date.
Referral
If we cannot reach a mutual agreement, and when appropriate to do so, we will provide you with the necessary information for the Financial Ombudsman. This is always a last resort and clearly, we hope things never reach this stage.
If your complaint is related to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.
They will acknowledge your complaint, investigate it thoroughly and issue their response within eight weeks.
A note about the Financial Ombudsman Service
The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:
- Where you are unhappy with the final decision made by 5 Star Windows & Doors regarding your complaint
- Where eight weeks have passed since the complaint was made, without you having received a final decision from 5 Star Windows & Doors
Should you wish to proceed with this course of action, the contact details you need are:
The Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.
It is important to note that if you want the Financial Ombudsman Service to investigate your complaint you must contact them within six months of the date of our final decision letter.
IF YOU NEED ANYTHING FURTHER
If you have any further queries regarding our complaints procedure, then please contact using the form below.