Complaints Policy

At Phair Windows, we are committed to providing exceptional service and high-quality products to all our customers. While we always strive for complete satisfaction, we understand that issues may occasionally arise. Our complaints policy is designed to ensure any concerns you have are addressed promptly and effectively.

Our Commitment To You

We want to make sure you’re always happy with our service. If something isn’t quite right, we’re dedicated to:

• Making it easy for you to tell us what went wrong.
• Giving your complaint the attention it deserves.
• Resolving your complaint fairly and without delay.
• Ensuring you are satisfied with how your complaint was handled.

How To Make A Complaint

As soon as possible after the completion of any work, please inspect it to ensure everything has been carried out to our usual high standards. In the unlikely event you are not completely satisfied, please contact us immediately so we can rectify any problems as quickly as possible.

You can reach us using the following methods:

• By Phone: Call us on 0116 456 0242
• By Email: Send an email to info@phairwindows.co.uk
• In Writing: Address your letter to: Phair Windows, Unit 1, 49 Clifton Road, Aylestone, Leicester, LE2 8AA

Our Complaints Process

Once we receive your complaint, we will aim to:

1. Acknowledge Your Complaint: We will acknowledge receipt of your complaint within 2 business days, informing you who is handling it.
2. Investigate Thoroughly: The relevant team member will fully investigate your concerns to understand what went wrong.
3. Resolve Promptly: We will aim to resolve your complaint as quickly as possible. If we cannot resolve it immediately, we will provide you with an update on the expected resolution time and the steps being taken. For complex issues, we will keep you regularly informed of our progress.
4. Confirm Resolution: Once a resolution has been reached, we will confirm this with you and, where applicable, provide a date to remedy any issues.

Your satisfaction is our priority, and we are committed to resolving any issues to your complete satisfaction.