Complaints Procedure

Complaints –

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 981 2929 or via their website

http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

Cumberland Windows Step-by-Step complaints procedure

If you’re not completely happy with our service we’d like to hear about it – that way we can do something to put it right.

We do everything we can to make sure our customers get the best products and services possible. However, sometimes we may not get things right the first time.

When that happens we want you to tell us what went wrong so we can put matters right.

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 without delay
  • Make sure you are satisfied with how your complaint was resolved

How and when to use this complaints procedure.

If you are not satisfied with any aspect of our services or products you can tell us about your complaint in the following ways:

In person – call into our office anytime between Monday and Friday, from 9am to 5pm. Our address is Unit 5 Bridge End Industrial Estate, Egremont, Cumbria, CA22 2RD

In writing – write to us at the above address and address your letter to “The Customer Complaints Manager”

By telephone – call us on 01946 823823 during the office hours above and ask for the “Customer Services Department”

By email – send your email to info@cumberlandwindows.co.uk

How long will it take?

We aim to resolve your complaint straight away, however 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 01946 823823 and ask for the person handling your complaint.

If we cannot reach an agreement with you

If we cannot agree a solution with you within eight weeks, we will:

  • Send you a letter explaining 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 or final position

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. In any event if after receiving our final decision letter or if after eight weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note: only complaints relating to the sale of financial services should be referred to the FOS.

Contacting the Financial Ombudsman Service

If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter

In writing – send your letter to

The Financial Ombudsman Service,

Exchange Tower,

London,

E14 9SR

By telephone – Call the FOS on 0800 023 4567

By email – send your email to complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk

We hope you find this complaints procedure useful and in addition we will commit to helping you resolve any problem you have had with our service.