Step-by-step complaints procedure

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 shown overleaf. We are open Monday to Thursday from 9.00am – 4:30pm and from 9:00am – 4:00pm on Friday

In writing – write to us at the address overleaf and address your letter to Keith Bodinnar

By telephone – call us FREE on 024 7661 4818 during our office hours and ask for the Customer Services Department.

By email – using the email address shown overleaf. 

How & where to complain

If you’re not completely happy with our service we’d like to hear about it so we can
do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometime 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 without delay; and
– Make sure you are satisfied with how your complaint was resolved.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:

• who is dealing with your complaint?
• What we understand to be the reason for your complaint
• when we will contact you again.

We aim to resolve all complaints as quickly as possible, but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update, please call us 024 7661 4818 and ask to speak to the person handling your complaint.

If we cannot resolve your complaint

If we cannot resolve your complaint within eight weeks, we will:

• Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

Our Complaints Procedure

The Financial Ombudsman Service

After receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if (FOS). Their contact details are shown overleaf.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

CUSTOMER COMPLAINTS

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Telephone FREE: 024 7661 4818

Email: Sales@armourwindows.co.uk

Address: 17 Marshbrook Close, Aldermans Green Industrial Estate, CV2 2NW

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk