Complaints Policy

Truglaze Windows and Doors Limited
Cookie Policy
Last updated: 12/07/2026

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If you need to make a complaint
The person responsible for handling complaints is:
Wayne Carroll
Truglaze Windows and Doors Limited
3 Astore House, Padholme Road East, Peterborough, PE1 5XL
Tel: 01733 555 535
Email: wayne@truglazewindows.co.uk
Website: https://www.truglazewindows.co.uk/
Company registration number: 10813050
 

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Step-by-step complaints procedure

If you're not completely happy with our service, we'd like to hear about it so we can put things right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
●    Make it easy for you to tell us what went wrong
●    Give your complaint the attention it deserves
●    Resolve your complaint fairly and without unnecessary delay
●    Make sure you are satisfied with how your complaint was resolved

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How and where to complain

If you are not satisfied with any aspect of our service or products, you can tell us in the following ways:
●    In person – call into our office at the address above. We are open Monday to Friday, 8.00 am – 4.30 pm.
●    In writing – write to us and address your letter to Wayne Carroll, Complaints.
●    By telephone – call us on 01733 555 535 during office hours and ask for the person handling complaints.
●    By email – wayne@truglazewindows.co.uk​

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How long will it take?

We aim to resolve your complaint straightaway. If we can't, we will write to you within three business days to tell you:

●    Why we have not yet resolved your complaint
●    Who is dealing with your complaint
●    When we will contact you again

We will keep you informed on a regular basis. If you need an update in the meantime, call us on 01733 555 535 and ask to speak to the person handling your complaint.

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If we cannot reach agreement with you

If we can't agree a resolution with you within eight weeks of receiving your complaint, we will either:

●    Send you a letter explaining the reason for the delay and when we expect to reach a decision; or
●    Issue a final decision letter explaining our position.
 

Changes to this policy

We may update this policy from time to time. The "last updated" date at the top of this document shows when it was last revised.

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