Our Complaints Procedure

At Starglaze, we pride ourselves on offering our customers high quality products and service. However, we understand that on rare occasions things can go wrong and there may be a time where our customers may not be entirely satisfied.

If you wish to make a complaint, then please follow the steps outlined below to enable us to put things right as soon as we can. All complaints are taken seriously and we aim to resolve them as promptly as possible.

Step 1 – Find Out What We Need To Know

In order to help you, we will need to know the following:

  • Your contract number.
  • Your name, address and a contact telephone number.
  • What went wrong, including how and when it happened.
  • How you would like us to resolve the matter to your satisfaction.

Once you have this information to pass onto us, we will be able to fully investigate your complaint.

Step 2 – Make Contact With Us In One Of Three Ways

Call us on 01522 512525.

Email us at admin@starglaze-windows.com

Write to us at:

Starglaze Home Improvements LLP,

Customer Service Department,

No 5 Works,

Waterside South,

Lincoln,

LN5 7JD

Step 3 – Our Investigation And Final Response

Once we have thoroughly reviewed your complaint, we will advise you of our final response. Our communications will include a report of any relevant findings, our plan for resolving the matter and an explanation as to how and why we reached the decision we came to.

If for any reason we estimate that our investigation into your complaint might take longer than eight weeks from your first point of contact, we will contact you in order to manage your expectations.

What If You Are Not Satisfied With Our Response?

As members of the Glass and Glazing Federation (GGF), we comply with their Consumer Code of Good Practice. Therefore if you are unhappy with our decision, you can ask them to look into your complaint.

They have a free, independent Conciliation Scheme, which was created to resolve disputes between members of the GGF and consumers, and this service is backed by an arbitration scheme administered by the Centre for Effective Dispute Resolution.

You must contact the GGF within 6 months of the date of our final response, with a summary of our investigation and a copy of your Purchase Agreement.

You can contact the GGF at:

GGF, 54 Ayres Street, London, SE1 1EU

Tel: 020 7939 9101 Email: conciliation@ggf.org.uk

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