We are committed to providing high quality products and services for all our customers. Of course, as fitting windows, doors and conservatories into properties of all types and ages can be complicated, we recognize that very occasionally things can go wrong.
If you have a query or complaint please let us know as soon as possible to help us put things right in a timely manner.
Please contact our customer service team with your details and description of your problem.
Email: customercare@tradewindowspreston.com
Address: Unit 3 Moor Park Court
St Georges Road
Preston
PR1 6AQ
Please provide the following information:
- Your name, address, email address and contact number.
- Any order or other reference number you have where applicable.
- Any relevant photographs of the issue if possible.
Our complaints procedure is detailed below.
Complaints Procedure
If we receive a complaint from a customer it is important that it is dealt with in a professional and efficient manner. Complaints may be about products and/or performance.
Stage 1 – Record the Complaint
In the first instance make a record of the date of receipt of the complaint, the complaint and the complainant details.
Stage 2 – Contact the Complainant
Within 48 hours contact the complainant to discuss their concerns and arrange a visit, if necessary, to evaluate the problem. Contact should be by the complainants indicated preferred method were indicated e.g. phone or email.
Stage 3 – Evaluate the Complaint
Record and discussions or evidence provided and/or collected and evaluate if the complaint is valid.
Stage 4 – Corrective Action
If it is agreed that the complaint is valid, arrange to visit and put right the work. This should be conducted within 21 working days of receipt of the complaint where possible.
If you consider the complaint is not valid then ensure you issue confirmation of this in writing to the complainant explaining the reason why.
If the complaint relates to the performance of the operative and/or a dissatisfaction with the process, then corrective actions shall be taken to prevent the same problems arising again. Confirmation that the complaint has been addressed should be provided to the complainant.
Stage 5 – Conclusion
Obtain confirmation that the client is satisfied that the complaint has been resolved. Record all details and mark the complaint as closed. Retain the complaint details for a minimum period of 2 years or the duration of any product warranty. Records can be retained electronically.