Our Complaints Policy - Our Commitment to You
At Reliant Windows Ltd every customer is important to us, and we believe you have the right to a fair, swift and courteous service at all times. If we are in receipt of your complaint, we will deal with it as promptly and effectively as we can and in a positive manner. We always endeavour to provide the best service and products for our customers. However, we recognise that there may be a time where our customers may not be completely satisfied.
To ensure that we are able to put any issues right as soon as we can, please read our complaints policy and we will respond promptly to ensure customer satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our high standards.
If there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0121 468 0832 or write to us at Reliant Windows Ltd, Reliant HQ, 125 West Bromwich Street, Oldbury, West Midlands B69 3AY or email us at info@reliant-windows.co.uk and we aim to respond as quickly as possible and will provide you with a date to remedy any issues raised.
Our aim at Reliant Windows Ltd is to provide a high quality and reliable service for our customers. We take any complaints, queries and concerns extremely seriously and endeavour to resolve them as efficiently and quickly as we can.
Reliant Windows Ltd adheres fully with the terms and conditions of our contract and guarantee and we appreciate our customers and their commitment to our company.
When we receive a complaint, either registered by telephone, e-mail, letter or fax, it will be investigated fully in order to try and resolve any issue amicably and to keep our customers informed throughout the rectification process.
Our complaint action plan:
-Acknowledge your complaint promptly.
- Undertake a thorough investigation into the issues you have raised and work towards implementing the appropriate action to resolve the complaint.
- Do our utmost to ensure that all correspondence and communication is clear throughout the process, communicating points we agree and disagree with and working towards a final response and an agreed outcome.
- Maintain contact until all rectification / remedial works are complete to your satisfaction
- We aim to have resolved your complaint within 8 weeks of receiving your correspondence. Where we are unable to achieve this, we will work with you to reach a resolution as quickly as possible.
Complaints related to Reliant Windows Home Improvement Finance
If your complaint is specifically about your Reliant Windows Finance Agreement and we cannot resolve your problem to your satisfaction, you may additionally refer to the Financial Ombudsman Service. You can contact them at www.financialombudsman.org.uk or by post at:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Last updated: June 2021