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Complaints Handling Policy

1.0 Policy

1.1 We recognise the importance of customer complaints and welcomes them as a valuable form of feedback about our services. We will learn from and use the information gained from complaints to help drive forward improvements and to respond positively to our customers’ needs and expectations. We want to resolve all complaints quickly and effectively. Our aim is to resolve any problems straight away where possible.

1.2 Complaints are accepted in all formats including:

In writing, whether it is by letter or email
Over the phone
In person

1.3 Our Complaints procedure does not affect a customer’s statutory rights as a consumer.

1.4 All complaints are dealt with in line with our Equal Opportunities Policy.

2.0 Procedure

2.1 Informal Resolution

Complete customer complaint form and make an entry in the complaints register. [Office staff]

Immediately forward complaint to the complaints manager. [Sara Hill]

Acknowledge receipt within 48 hours via a telephone call and post or e-mail informing the customer of receipt and set a date by which the complaint will be resolved by. [Sara Hill]

Take action to resolve complaint immediately. [Sara Hill]

If it cannot be resolved immediately, inform the customer of reasons why and indicate a date to resolve the complaint by. [Sara Hill]

Resolve complaint to customer satisfaction or provide an update within 14 days from the previous communication. [Sara Hill]

Once resolved, the complaint along with the resolution is recorded and should be presented at management monthly team meetings. [Raie Bloor]

2.2 Formal Resolution

If a complaint has not been resolved or the complainant is still dissatisfied complaint shall be formally investigated by the appropriate Director/Manager. The complainant shall be kept informed. [Paul Beresford]

2.3 Ensuring Resolution

If the complainant still remains dissatisfied the company may involve the GGF’s conciliation service and provide details of the complainant together with full details of the nature of the complaint and all documentation associated with it.

Conciliation Officer
The Glass and Glazing Federation
40 Rushworth Street
London
SE1 0RB

Email: conciliation@ggf.org.uk

FINANCE OPTIONS AVAILABLE

What our customers say

Small maintenance issue

We had a small issue with the opening door, we contacted FGC and they arranged for a team to come. They sorted the issue very quickly then cleaned the runners and door seals, fully tested the operation of the doors and carried an additional mod on the door handle. All done and dusted with an

Keith Delderfield
Keith and Di

All in all a very good experience with FGC

Thanks you for everything FGC did on this project for us.  We found you from an on-line search which doesn’t always identify helpful or committed suppliers, especially where the requirement is small or simple as this one was..  FGC were both helpful and committed.  Thank you especially for progressing things much quicker that the weeks

N & S, Manchester

Just wanted to say a big thank you for coming up to Manchester from Kent to service our doors. My wife and I appreciated the service and continue to be really pleased with them. Lots of friends comment on how lovely they look and the window cleaner took your card this week, he is thinking

First Class Service from FGC

Hi All . Just wanted to say how pleased we are with the glass porch fitted by your company yesterday it looks stunning. compliments as well to your installers who were apart from being very skilled fitters were clean, tidy and courteous and as such a credit to your company. I have had first class

Chris
Chris

Mr JR

We have had these doors for several months now and are very pleased with them. Our initial contact with the company was very positive, the structure and operation of the doors clearly explained. The installation was carried out very efficiently with no disruption and the installers were friendly, their work clean and tidy. Our friends

Ms A @ Earlsfield road London SW18

frameless glass doors invited me to their workshop to view the glass curtains for myself, and to show me how they were made. Installation was clean and tidy. When they say they are going to turn up, they do, and are always on time.The product looks great. It really does make the refurb seem complete,

Thank you for a brilliant product

Thank you for a brilliant product I am so glad I chose FGC for my windows/doors everybody who sees them is so impressed by them but mostly my wife and myself!
Thanks again [and your team] Best regards
Brian 20160927

Stunning Glass Doors

FGC are an excellent family run business. They manufactured and fitted a stunning pair of glass doors for a private client which were complicated in design but FGC were keen and willing to help resolve all details successfully. Would highly recommend. Thank you.

Emma Farquharson
Emma F

Outstanding

This is the first project I have completed with FGC and it will not be the last. From the original survey and quote, right through to final installation, the team at FGC have been tremendous. The communication and detail is outstanding, the quote was fair market competitive and the final result of the product in

Claire Menzies
CMenzies

Recent maintenance visit

FGC came to carry out some minor maintenance and as always they were very efficient and friendly. During this period of social distancing, they were well prepared and able to do the work safely and professionally.

David Paterson
David

Frameless Glass are one of the most impressive companies I have ever come across

This company have a product which to my mind is “second to none”. Their glass doors really let you feel you are outside as they have the tiniest of joins…I used to know the exact cm measurement! I was initially worried though about what would happen on follow up problems as their main office is

Fiona Robinson
Fiona

No complaints at all

Feedback-wise all very good. No complaints at all. Not only would recommend but plan to buy another one in a year or two! Happy for you to put me down as a demo person and when the house(s) is finished you’d be welcome to have a video of the doors opening / closing as you

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