We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be time where our customers may not be completely satisfied.

To ensure that we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0121-451-3724, or write to us at Finesse Windows Ltd, 39 Melchett Rd, Kings Norton, Birmingham, B30 3HP, or email us at enquiries@finesse-windows and we aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use TGAS (The Glazing Arbitration Scheme) for dispute resolution. In the unlikely event of that we cannot remedy your complaint to your satisfaction and you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 029 2267 0040 .

COMPLAINTS

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0121 451 3724

Email: enquiries@finesse-windows.co.uk

Address: 39 Melchett Road, Kings Norton, Birmingham, B30 3HP

If your complaint relates to your finance agreement If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9 123

E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk