Complaints Handling Procedure

• Make it straightforward for customers to raise a concern.
• Treat complaints fairly, respectfully and without unnecessary delay.
• Keep customers reasonably informed while a complaint is being investigated.
• Provide a clear explanation of our findings and proposed resolution.
• Use complaints to improve our products, workmanship and customer service.

A complaint may be made using any of the following methods:

• Telephone: 01782 499310 during normal office hours.
• Website: Use our contact page.
• Facebook Messenger: Send a message to the official Potteries Windows Facebook account.
• In writing: Address correspondence to “Customer Complaints”, Potteries Windows Limited, 63A Newfield Street, Tunstall, Stoke-on-Trent, ST6 5HD.

Although a complaint can be raised by telephone, we may ask for written details where these will help us investigate the matter accurately.

To help us review the complaint efficiently, please provide as much of the following information as reasonably possible:

• Your name, installation address and contact details.
• The quotation, invoice or order number, if available.
• A clear description of the concern and when it was first noticed.
• Photographs or videos where they would help explain the issue.
• Details of any previous communication about the matter.
• The outcome or remedy you would like us to consider.

We aim to acknowledge a complaint within seven calendar days of receiving it. Where possible, we will resolve straightforward concerns at the first point of contact.

If further investigation is required, we will explain the next step and provide updates within a reasonable timeframe. Complex matters, supplier enquiries or technical inspections may require additional time, but we will keep the Customer informed.

We may need to inspect the Goods or Works before reaching a decision. The Customer must provide reasonable access and give the Company a fair opportunity to investigate and, where appropriate, rectify the issue.

Our review may include checking the order specification, survey notes, installation records, photographs, relevant product guidance and information from suppliers or certification bodies.

Customers should not instruct another contractor to carry out non-emergency remedial work at our expense without our prior written agreement. Potteries Windows does not provide an emergency or out-of-hours call-out service, and independently incurred locksmith or contractor charges will not normally be reimbursed unless agreed in writing beforehand. Statutory rights are not affected.

After reviewing the available information, we will explain our findings and any action we propose. Depending on the circumstances, this may include an adjustment, repair, replacement component, repeat visit, other reasonable remedial work or an explanation of why the complaint is not upheld.

Where remedial work is agreed, we will arrange it within a reasonable and practical timeframe, taking account of product availability, supplier lead times and access.

If agreement cannot be reached, we will provide our final position in writing, including the reasons for our decision and any further route that may be available.

Our intention is to resolve complaints internally and fairly. If the internal procedure has been exhausted without resolution, we will explain any relevant independent review, certification scheme or alternative dispute resolution route available at that time and provide the appropriate details.

This procedure should be read alongside our Terms of Business. Nothing in this procedure restricts the Customer’s statutory consumer rights.