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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

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What our customers say

A talking point up and down the village

Glass Curtains have caused a talking point up and down the village but nobody has knocked on the door yet. We are very pleased with them and thank your teams for their timing and workmanship  

Mr R
Mr R, Fareham

Amazing Service

We’ve FGC doors installed in our rear extension and they really are the highlight of the whole development. The support from the FGC guys has been friendly and really responsive – Brilliant service all round!

Jack Richens
Jack Oxford

Exceeds expectations

Just to thank you for great service, it exceeds expectations and is really appreciated. Please circulate around your team and particular thanks to the two guys who completed the work professionally and represented your company very well. Thanks again Reg Ford

Reg Ford
Reg

A Unique Sleek Product

I’d like to take this opportunity to thank the team at FGC for great communication and assistance throughout, and a top job in the installation process and of course in providing a unique sleek product. Mr M, Bournemouth

Mr M, Bournemouth

No hesitation in recommending your company

Thank you for a good job even though there were a few issues along the way.
Chris and I will have no hesitation in recommending your company, products and services to others.
Kind regards Mike and Chris Rodwell 20161028

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

We would recommend Frameless Glass Curtains

We struggled to find a supplier to fit a glass balcony. Frameless Glass however were great – they gave us a clear and competitive quote, turned up when they said they would, and just got on and did the job! Friendly guys, and we love the end result which looks good from the outside, and

marcus appleton
Marcus

Opinion Rating

I cannot rate this company highly enough & would highly recommend them to anyone.

Leslie David Morgan
Les Morgan

Doors look great

I like to confirm that the performance on site was excellent and the lads where very polite and helpful. The doors look great, all we have to do is to undertake all the finishes around the framework. 20160525

See for yourself this brilliant design

“Visiting the FGC factory before a site viewing was the best decision we made. Very few of the reviewers make any mention of the apparent simplicity that disguises the cleverness and ingenuity in this way of dealing with a large size glazed opening. At the factory the finer details behind the design were explained, and

Mr R D @ Stowmarket

We are pleased with the service, and the quality of finish so far, I look forward to seeing how they look after a few months. My only issues was the timings and delays, but I wouldn’t hesitate to recommend you and indeed have already a few times or use you again. 20150113

A great job

Hi,
I would like to say that your work crew were really nice people and did a great job !!