Complaints Procedure

Crystal Windows & Doors – Customer Complaints Procedure.
Last Reviewed October 2026

Our commitment to you

If you are unhappy with anything we have done, or not done, we want to hear about it. We will listen, investigate it fairly and tell you clearly what we will do to put things right.

Crystal Windows & Doors Limited is authorised and regulated by the Financial Conduct Authority (FCA) for credit broking, FRN 652921. We are a credit broker, not a lender. This procedure covers complaints about our products, installations, staff and service, and about how we introduced or arranged finance for you.

How to make a complaint

You can complain in whatever way suits you: by phone, email, letter or in person. You do not need to put your complaint in writing or use a form.

It helps if you tell us your name, address, contract or order number, what went wrong and what you would like us to do. If you are not sure of all the details, contact us anyway.

Someone acting for you. A family member, friend or adviser can complain on your behalf. We will ask for your permission before we discuss your complaint with them.

Extra support. If you need help making a complaint, or need information in another format such as large print, or need more time, please tell us. We will make reasonable adjustments, for example if illness, disability or a difficult life event makes the process harder for you.

What happens next

1. We acknowledge your complaint within 3 working days. We will confirm what we understand your complaint to be and who is dealing with it by email, text or letter, whichever you prefer.
2. We investigate. This may include a visit to your home to inspect the work, which we will arrange within 14 days. If a manufacturer or supplier is involved, we will still deal with you directly and tell you who they are.
3. We keep you updated at least weekly until your complaint is resolved.
4. We send you our final response as soon as we can, and no later than 8 weeks after we receive your complaint.

Complaints resolved quickly. If we resolve your complaint to your satisfaction by the end of the third working day after we receive it, we will confirm this in writing. If you later change your mind, you can come back to us or refer your complaint to the Financial Ombudsman Service where it relates to finance.

Complaints about finance

If you bought from us using finance, we introduced you to a lender, who provided the credit agreement.

• Complaints about us – for example how we explained the finance, the information we gave you or how we arranged it – are handled by us under this procedure.
• Complaints about the lender – for example the credit agreement, interest, repayments or the lender's decisions – are the lender's responsibility. If you raise these with us, we will pass them to the lender promptly, tell you in writing that we have done so and why, and give you the lender's contact details.
• If both of us are involved, we will deal with our part and pass the rest to the lender and tell you what we have done.

Our final response

Our final response will be in writing. It will tell you whether we uphold your complaint and why, and what we will do to put things right. That may be an apology, repair or replacement work (with full details of what will be done at your home), a payment, or a combination. If we offer a payment, we will explain how we worked it out.

For complaints relating to finance, our final response will also explain your right to refer your complaint to the Financial Ombudsman Service, include the Ombudsman's explanatory leaflet, and tell you whether we agree to waive the Ombudsman's time limits.

If we need more than 8 weeks. If we cannot give you a final response within 8 weeks, we will write to explain why and when we expect to respond. For complaints relating to finance, you can then take your complaint to the Financial Ombudsman Service straight away, without waiting for our final response.

If you are still unhappy

Which independent service you can use depends on what your complaint is about. Both are free to you.

Financial Ombudsman Service

• Address: Exchange Tower, London E14 9SR
• Phone: 0800 023 4567 or 0300 123 9123 (from abroad: +44 20 7964 0500)
• Email: [email protected]
• Website: www.financial-ombudsman.org.uk, where you can also complain online

You must contact the Ombudsman within 6 months of the date of our final response, or it may not be able to consider your complaint. It also may not be able to consider a complaint about something that happened more than 6 years ago, or, if later, more than 3 years after you knew (or should have known) you had caused to complain. The Ombudsman decides whether these limits apply.

Double Glazing & Conservatory Ombudsman Scheme (DGCOS)

DGCOS offers free conciliation and mediation for complaints about home improvement work. Contact details: email - [email protected]; telephone - 0345 053 8975; post - The Double Glazing and Conservatory Quality Assurance Ombudsman Scheme, Solutions House, Chorley Business & Technology Centre, Euxton Lane, Chorley, PR7 6TE.

Your personal information

We use the information you give us, and information from others involved, only to deal with your complaint. We share it only with people who need it to resolve your complaint, such as a manufacturer or lender, and we will ask your permission first where needed. You can ask for a copy of the personal data we hold about you under UK data protection law. See our Privacy Policy for how long we keep records and your other rights.

Crystal Windows & Doors Limited, company number 03086714. Authorised and regulated by the Financial Conduct Authority, FRN 652921. Procedure last reviewed: October 2026.