Can we firstly thank you for choosing Trade Window Services Limited to supply you with your products. We trust that your purchase gives you many years of satisfaction and benefit.
We have done our utmost to ensure that your order has been fulfilled in a most professional and friendly manner. Unfortunately there are times ( which are very rare! ) when a problem may occur.
We pride ourselves on being a professional and responsible company that treats any complaint in a manner befitting a company with our reputation and history of complete customer satisfaction.
If for any reason you feel that you are not happy in any way with either our products or service, we have set out below our complaints procedure.
YOUR RIGHTS EXPLAINED
You are covered by statutory rights which mean that the goods supplied must be of a satisfactory quality. They must also be fit for their purpose. The installation of your order must also of been completed in a professional manner, with due care and skill, within a reasonable time frame.
COMPLAINTS PROCEDURE
If you find you are not totally happy with any aspect of your order, we want to know about the problem.
Our complaints procedure is based on the following protocol.
- We will deal with your complaint in a professional and friendly manner from outset to completion.
- We will afford you respect and treat you in a manner befitting a valued customer.
- We will attempt to resolve all problems as soon as is practically possible, in an effective way.
- We will use all information relating to complaints to further strengthen our ongoing customer service.
- We will resolve the problem in the shortest time possible to ensure that you as the customer are happy we have done our best and would be more than happy to use our company again.
HOW TO COMPLAIN
BY TELEPHONE – Please ring the our offices on 01702 557137
BY EMAIL – aftersales@twsos.com
IN PERSON – Please feel free to come into the showroom in person. Our opening hours are:-
Monday to Friday = 8.00 am to 5.00pm
Saturday = 8.30am to 3.00pm
Closed Sundays and Bank holidays
We would expect to be given a reasonable timescale to remedy any problems that you may have.
When contacting our company, we will need to know the reference number on your sales order.
This number will be preceded by the letters “LE” ( which is at the top right hand side of your sales order )
At the time of your complaint, you will be given a unique reference number which relates solely to your order. Please make a note of this number for your own benefit. We will ask you to quote this number in any future correspondence or verbal conversations.
If you feel at any time that you are not receiving our utmost attention relating to your problem, please write to:- Gary Hunter, Customer Services Manager, Trade Window Services Limited, 1801 – 1803 London Road, Leigh -on –Sea, Essex SS9 2ST.
Please ensure you include your unique reference number and the full details of your problem.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? trusted trader we use a dispute resolution ombudsman. In the unlikely event of a complaint arising, if you wish to refer the complaint to them please contact them on 0117 456 6031 of via the website
http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
IF YOU ARE NOT HAPPY WITH THE OUTCOME
You are entitled to seek independent help, listed below are a few options.
- Citizens advice consumer service.
- Financial ombudsman service.
- www.adviceguide.org.uk
Once again thank you for your custom.
Mr. Paul Seaby
Director
Postal: Trade Windows Services Ltd, 1801 - 1803 London Road, Leigh on Sea, Essex SS9 2ST
