Complaints-Handling Procedure
If you're not completely happy with our service we'd like to hear about it
If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly
- Make sure you are satisfied with how your complaint was handled
How and where to complain:
If you are not satisfied with any aspect of our/product service you can tell us
IN PERSON
Havelock Street,
Preston,
Lancashire.
PR1 7NL
Mon – Fri 8am-5pm
Sat – 8am – 4pm
Sun closed
IN WRITING
write to us at the address above, please address your letter to The Complaints Manager
BY TELEPHONE
01772 203111
BY EMAIL
sales@lancashiredoubleglazing.co.uk
How long will it take?
We will aim to resolve your complaint straight away
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
If we cannot reach agreement with you
If we can't agree a solution within 8 weeks
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision OR
- 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 decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you want the FOS to look into your complaint
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk
Lancashire Double Glazing, Havelock Street, Preston, Lancashire PR1 7NL act as a credit broker and offers products from a range of financial providers. We are not paid any commission by the lenders.
Authorised and regulated by the Financial Conduct Authority.
