Complaints Procedure

Complaints Policy

Introduction

Northern Trade Windows Manufacturers Limited strives to provide not only a high-quality
service but also an exceptional level of aftercare to every customer. Unfortunately,
there may be occasions when things do not go as expected. If you feel we have fallen
short of these standards, we encourage you to let us know.

Making a Complaint

We treat every complaint as a priority and aim to resolve issues as quickly as possible.
Any concerns relating to products supplied, installation quality or our overall service
will be investigated thoroughly and handled fairly, efficiently and confidentially.

How to Contact Us

Complaints Timeline

Our Complaints Process

Step 1 – Acknowledging Your Complaint

We will acknowledge receipt of your complaint within two working days and confirm that
your case has been logged.

Step 2 – Investigation

To ensure a fair outcome we carry out a thorough investigation. During this process we
may contact you for additional information or supporting evidence.

If you are in a vulnerable position due to ill health, changing personal circumstances
or accessibility requirements, please let us know as early as possible. We will do our
best to make reasonable adjustments throughout the investigation.

Step 3 – Progress Updates

We aim to resolve most complaints within four weeks. If additional time is required,
we will keep you informed and provide regular updates. Our objective is to issue a final
response within eight weeks of receiving your complaint.

Step 4 – Final Decision

Once our investigation has concluded, we will provide a formal written response
explaining our findings, the decision reached and the reasons behind it. Where possible,
we will also discuss the outcome with you by telephone.

If we are unable to reach a final decision within eight weeks, we will explain why and
provide an update on the progress of your complaint.

Complaints Relating to Finance

Where your purchase was made using finance, you also have the right to raise your
complaint with your lender if you remain dissatisfied with our response or the way your
complaint is being handled.

The lender will investigate your complaint independently and issue their own Final
Response within eight weeks of receiving your complaint.

Financial Ombudsman Service

If you remain dissatisfied after receiving the lender’s Final Response, or eight weeks
have passed without a final decision, you may refer your complaint to the Financial
Ombudsman Service.

The Financial Ombudsman Service provides a free and independent dispute resolution
service for consumers. Complaints must first be raised with us and, where applicable,
your lender before they can be referred.

You normally have six months from the date of the lender’s Final Response to refer your
complaint.