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Official Complaints Procedure

 

Complaints Procedure

This customer complaints policy outlines how we manage and resolve our customer complaints.

Date: 01/12/2024

Complaints Manager Contact Details

Name: Campbell Geddes
Website: https://www.clydewindows.com
Telephone: 01698 888228
Email: Campbell.geddes@clydewindows.com

Our Procedure

Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also:

  • Acknowledge the complaint in writing promptly.
  • Record details on the customer’s file.
  • Make contact to seek clarification on any points where necessary.
  • Fully investigate the complaint.
  • Keep you informed of our progress.
  • Discuss with you our findings and proposed response.
  • Provide clear deadlines to respond.
  • Provide information from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Investigation

The complaints manager will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly.
  • Give complainants clear replies and, where appropriate, fair redress.
  • We may take up to 8-weeks to provide a response.

Final Response

This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

The firm must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

  • Explain that the complainant must refer the matter to the Ombudsman within six months of the date of the final response letter or the right to use this service is lost.
  • Indicate whether or not we consent to waive the relevant time limits.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

Contact: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

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