Complaints Policy

Complaints reach us in two forms, and where yours should go depends on what it's about.

Complaints About Our Service

This covers anything that's our responsibility: an enquiry that wasn't passed on, one sent to an installer who doesn't work in your postcode, a phone call that was handled badly, or a mistake on this website.

1. Email info@nottinghamdoubleglazing.com with "Complaint" in the subject line, or ring 0115 718 1047 and ask for a complaint to be logged. 2. Give us your name, roughly when you contacted us and what went wrong. 3. We'll confirm we've received it, tell you when to expect a full reply, and keep to that date. 4. If our reply doesn't settle it, say so, and we'll look at the whole complaint again from the start.

Complaints About the Installer's Work

Problems with the windows, doors or conservatory themselves, or with a quote, an invoice, the survey or the way the installer behaved, need to go to the installer, because your contract is with them. Put the complaint to the installer in writing, explaining the fault and the remedy you want, and allow a reasonable period for them to respond. Keep copies of the contract, the survey paperwork, your messages and some dated photos.

If that doesn't resolve it, the Citizens Advice consumer service gives free advice on 0808 223 1133, Monday to Friday, 9am to 5pm. It can also pass details of a trader on to Trading Standards, which you can't do yourself.

We'd still like to hear about it. We can't rule on a dispute between you and an installer or make them do anything, but we keep a record, and it counts when we decide whether that installer goes on receiving enquiries from us.

Other Places to Get Help

• Your card provider. If you paid by credit card, or with finance arranged through the installer, section 75 of the Consumer Credit Act 1974 can make the lender jointly liable for a single item priced more than £100 and up to £30,000. A deposit paid on a credit card counts, even when the rest was paid another way. Debit cards aren't covered by section 75; your bank may offer chargeback, a voluntary card-scheme process with time limits, so ask promptly.
• Your guarantee paperwork. If the installer has stopped trading, look through the documents you were given when the job was finished. An insurance-backed guarantee, if you received one, is meant for exactly that situation, and the government-authorised competent person schemes must provide at least six years' protection for building-regulations defects the original installer can no longer put right.
• The small claims track. When nothing else has worked, a claim for a modest amount can be made through the small claims track of the county court.