Complaints Procedure

At Windows Plus Roofs Ltd, we are committed to providing the highest level of service and products to our customers. If you feel that we have not met your expectations, we want to know so we can put things right.

We take all complaints seriously and aim to resolve them fairly, promptly, and efficiently.

How to Make a Complaint

If you are not satisfied with any aspect of our service or products, you can raise your complaint in the following ways:

In writing – Please address your letter to:

Complaints Handler Name

Windows Plus Roofs Ltd

Diamond House, Kingsway North

Team Valley Trading Estate

Gateshead, NE11 0JH

By telephone – Call us on 0800 023 456 during our office hours and ask for the Customer Services Department.

By email – Email us at [email protected].

What to Expect

We will always aim to resolve your complaint straight away. If that is not possible, we will keep you informed of our progress on a regular basis until the matter is resolved.

If you would like an update at any time, please call us on [insert telephone number] and ask to speak to the person handling your complaint.

When we reply to your complaint, if you feel our response has not fully addressed your concerns, please let the handler know so we can review the matter further.

If We Cannot Reach Agreement

Our aim is to resolve all complaints. However, if your complaint relates to finance and you remain dissatisfied after receiving our final decision, or if eight weeks have passed without resolution, you 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.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free from most landlines)

Tel: 0300 123 9123 (cheaper for mobiles)

Tel: +44 20 7964 0500 (if calling from abroad)

Email: [email protected]

Website: www.financial-ombudsman.org.uk

Regulatory Disclosure

Windows Plus Roofs Ltd, registered in England and Wales, company number 11590335.

Registered Office: Diamond House, Kingsway North, Team Valley Trading Estate, Gateshead NE11 0JH.

Windows Plus Roofs Ltd is an Introducer Appointed Representative of Shermin Finance Limited, FRN 727594, company number 01276121.

Registered Office: Homeserve, Cable Drive, Walsall, WS2 7BN.

Shermin Finance Limited acts as a credit broker and is not a lender. Credit is subject to status and affordability.