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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

Reviews on Facebook and Google

Quality company with quality product. Very happy with our new frameless folding doors.
Danny B.
Danny B.
10:39 14 Aug 21
Excellent service from start to finish, from sales/admin to site survey to installation. Good communication throughout, very friendly staff and the Frameless Glass Curtains are a serious piece of kit. Quality materials, unique design and look stunning. Thoroughly recommended.
Roger H.
Roger H.
07:56 12 Aug 21
Fantastic service from start to finish, from the surveying, contact with office to the workmen. I have experience through work of a number of companies providing similar products and these guys have been by far the best to deal with
Matt G.
Matt G.
14:12 10 Jun 21
FGC installed a two-panel frameless glass door at our property yesterday. Wow!! the installation is exactly as discussed, and was carried out by two of FGC's team members who were so professional and courteous. They were excellent, and we have no hesitation in recommending FGC and their team to anyone considering such an installation.We are delighted with the installation, and very pleased we chose FGC.Well done FGC!!
David H.
David H.
07:31 10 Jun 21
The quality of the windows / doors are second to none.The customer service was first class from placing the order to installation we were kept informed at every step.The installation team led by Richard left our house and patio cleaner than when they arrivedI would recommend FGC 100%Tony- Burnley
Border S.
Border S.
16:19 28 May 21
From start to finish everything was excellent.Fab u lasThank you
Stephen H.
Stephen H.
20:09 27 May 21
BRILLIANT SERVICE FROM START TO FINISHHighly recommended.
Stephen O.
Stephen O.
09:01 21 May 21
We purchased a beautiful Origin sliding door and side window from FGC. FGC installed the sliding door and window on time, however the sliding door did not fit correctly. Issues can happen. FGC made the process of re-surveying and re-installation very simple. FGC is a very pleasant and professional company to deal with. We are very happy with their service and would strongly recommend them.
Nathan P.
Nathan P.
17:45 20 May 21
Fantastic product fitted by professional abs friendly staff.
Chrissie B.
Chrissie B.
17:07 05 May 21
I love my doors! It’s transformed my place. The people are great, no nonsense, organised and efficient. I’d recommend them to anyone
Darius C.
Darius C.
12:29 05 May 21
The quality of the product and the care taken in design and fitting is excellent. Really pleased with the finish and the service throughout. Excellent value.
Ken K.
Ken K.
09:37 21 Apr 21
Excellent planning and product advice. All the staff were polite courteous and friendly.On the day of the installation, the team arrived bang on time -we live in Wales so a long drive from Kent! They had the job done by lunchtime (fitting a sliding patio door) and I have to say that on first impression of the unit, it looks and feels like solid quality.
Adrian W.
Adrian W.
12:15 13 Apr 21
We had a 5m stretch of these wonderful doors installed several years ago and have been very happy with the uninterrupted view of the garden that they allow from the living room. They are admired by every tradesman who sees them. A minor problem we experienced with water ingress last year was promptly and effectively resolved, and the doors were serviced for free at the same time.
Ian J.
Ian J.
15:06 26 Feb 21
We love our new kitchen windows fitted by FGC - we particularly chose them for their slim frames. Their service has been excellent throughout, including on a recent maintenance item. We would highly recommend them.
Tica C.
Tica C.
13:21 13 Feb 21
Excellent product fitted by professional and friendly staff. Would absolutely recommend.
Bernadette C.
Bernadette C.
14:59 10 Feb 21
Great staff and great products! Have visited the showroom to view doors, really loved all of them! Have referred to a friend - Can't recommend enough
Elly B
Elly B
14:53 22 Sep 20
Really great doors. Really are something different. Expensive, but you really pay for what you get here.
Adam F.
Adam F.
12:56 10 Aug 19
so pleased with the first class service we received from the first phone call to the installation I would highly recommend FGC !
Chris S.
Chris S.
15:47 12 Oct 17
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What our customers say

Mr & Mrs R – Berkhamsted

After researching the market for a contemporary sliding minimal frame patio door, we were delighted to come across Frameless Glass Curtains. We were so pleased with the doors we ordered another set for the dining room and were not let down – the service we received was consistently good from staff both in and out

Baldwin – Lincoln

May I ask you for a review on how we performed? – all very good except that it took a month to get the correct size of glass doors after the wrong sized ones turned up on initial installation – good job it wasn’t winter or might have been having a different conversation. I appreciate

The most stylish doors!

We first saw FGC at the Grand Designs exhibition in the autumn of last year (2019). We have had frameless glass doors and windows fitted to our house extension and they look fabulous from inside and outside, and make the rooms extremely light. Opening these doors is quick and easy. The service has been attentive

Ashley Fulton
Ashley

Very pleased and would definitely recommend

FGC have been fantastic, from my email enquiry, always very helpful and quick to respond. On time and on schedule.  Very pleased and would definitely recommend.   English Rose Estates (Great Ormond Street) 20150922

Fantastic company.

Thank you for supply and fitting the beautiful bi folding doors to one of our bespoke projects. Customer service has been second to none. Timescales have all been met as promised. Would definitely use this company again in the future.

L G Blower Specialist Bricklayer Ltd
L G Blower Specialist Bricklayer Ltd

Scrimgeour

As to how we were from initial contact (were we polite)? Yes a bit abrupt especially the on site visit. Arranging installation (were we on time and on schedule) Excellent. Were we clean and tidy? Good but the windows were left uncleaned so difficult to check for scratches. VG at organising a company to deal

HP

Yes we are very pleased with the doors and would recommend them. Initial contact was done by our neighbour at Kingswood so cannot comment, however, the price we were initially quoted was incorrect and significantly lower than it turned out to be. Not sure why. We at Derwent only had a verbal quotation. The installation

Mr & Mrs Glasgow – Chalfont St Peter

We are very pleased with our frameless curtains in our dining room and lounge, both of which open out into a conservatory.   Our first contact with you, by telephone, was excellent.  We were invited to look at your glass curtains at your showroom in Chatham which is an hour and a half distant.  Seeing

Mr A B

We are very pleased with the glass curtains, which do what we want them to – separate the house and conservatory, meeting building regs, but as unobtrusively as possible. We were very happy with the service we received and the efficiency of those who fitted the curtains and we would have no hesitation in recommending

Brilliant, on time and tidy

I just wanted to follow up as I was in the gallery this morning.  The guys were brilliant, on time, tidy, efficient and they fitted the door perfectly. We are very pleased   20151107

Minor Problem Addressed

A strip of the furry trim at the top of the frame that the doors run on had come loose. On the one hand the sort of thing that one could have a go at fixing; on the other hand having witnessed the care and attention the FGC installation team do their work; I thought

Shindi Poonia
Shindi

Mr C, Bournmouth

The installer was excellent. In spite of being let down by another member of the team he got on with with the job in a positive manner. Disruption was kept to a minimum and he cleared and tidied up. He demonstrated how to use the doors, ensured I knew how to operate them and answered