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COMPLAINTS PROCEDURE

At Admiral Windows Limited, we strive to provide excellent service, but if something goes wrong, we want to resolve the issue as quickly and effectively as possible. Please follow the steps below if you wish to file a complaint.

1. How to complain

You can submit your complaint using any of the methods listed below. 

Be sure to include:

-Your surname

-Your contact details, including your phone number and email address

-Date of installation

-Installation postcode

-Installation address

-Clear description of the issue

-Your proposed action

Include with your complaint any images and documents that support it.

By phone:

Call our customer support team at 01865 788 333 

Our team is available to assist you during our working hours.

By letter

You can write to us at the following address:

Admiral Windows Limited

Units 1&2, 17 Pony Road,

Horspath Industrial Estate

Cowley

Oxford

OX4 2RD

Mark your letter "For the attention of the Office Manager"

By email:

The quickest way to reach out to us is to send an email to sales@admiralwindows.co.uk

You can also use admin@admiralwindows.co.uk

Online Form:

Fill out our online Complaint Form by clicking the link below:

https://www.admiralwindows.co.uk/complaints-policy-admiral-windows/complaint-form

You can also find it at the bottom of the website by clicking the Complaint Form

2. Who to complain to

All complaints should be directed to the Office Manager. The Office Manager will review your complaint and oversee the resolution process to ensure it is handled promptly and professionally.

3. What happens next

Acknowledgement of Your Complaint:

Once we have received your complaint, we will acknowledge it within two days. Please note we are closed at weekends and bank holidays.

Resolution Timeframe:

We aim to resolve all complaints as soon as possible.

In cases where no special parts are needed, we will aim to rectify the issue within four weeks.

If special parts need to be ordered, we will order them as soon as possible and provide an estimated timeframe for resolving the issue. We will also keep you informed of any potential delays and provide you with a revised completion date.

4. Further escalation

If you are not satisfied with the response from the Office Manager, you may request that your complaint be escalated to higher management for further review. We are committed to resolving all issues to your satisfaction.

5. Final escalation

If we are unable to resolve your complaint through our internal procedures, or if 8 weeks have passed since you first raised the issue and we have not reached a mutual agreement, you have the right to escalate the matter to an independent third party.

As a FENSA-registered business, our unresolved disputes are handled by The Glazing Arbitration Scheme (TGAS). TGAS is an independent, legally binding Alternative Dispute Resolution service operated by the Centre for Effective Dispute Resolution (CEDR).

You can contact TGAS to escalate your complaint using the details below:

Please note that TGAS will typically require evidence that you have already exhausted our internal complaints process before they will review your case.

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