Complaints Policy

grabex windows

Grabex Windows is committed to providing the highest quality window and/or door installation service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards of service.

If you have a complaint of any kind, please contact us with the details, ideally in writing either by emailing us on info@grabex.co.uk or by sending a letter to:
Grabex Windows
Grabex Business Centre,
Murray Road
Orpington,
BR5 3QY

We will send you a confirmation acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this Complaints Procedure Document. We will then investigate your complaint. This will normally involve passing your complaint to our CUSTOMER CARE MANAGER, who will review your complaint and speak to the team that worked on your installation. We will then arrange a visit to your home – or the premises where the installation was undertaken, if different to your home – to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

Within five days of the visit, we will write to you to confirm what took place and any solutions that were agreed with you. If you do not want this home visit, or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement.

A complaint will be considered ‘closed’ if you write to accept the findings of our response or fail to respond within 14 days of receiving the communications from Grabex Windows detailed in points above.

Please Note: Where a complaint is received and dealt with by the close of business following the day of receipt of the complaint the above procedures do not need to be followed. However, a record of the complaint and its resolution will be made and kept.

If we cannot resolve your complaint and you feel unsatisfied from our response you are able to contact Glass and Glazing Federation Conciliation Scheme and approach their Conciliation Manager. This service is free of charge and you can contact them by emailing conciliation@ggf.org.uk.

If GGF cannot resolve the complaint within 56 calendar days then low-cost Alternative Dispute Resolution is available via TGAS: www.tgas.org.uk.