Complaints Procedure

1. Our Commitment

Range Windows Limited is committed to providing a high standard of products and customer service. If you are dissatisfied for any reason, this procedure explains how to raise a complaint and how it will be handled.

2. How to Make a Complaint

Customers may submit a complaint using any of the following methods:

• Email: complaints@rangewindows.co.uk
• Telephone: 0191 375 8531
• In writing: Unit 4, Pennywell Business Centre, Sunderland, SR4 9AR
• In person: At our premises during normal business hours

Please include:

• Your full name and contact details
• Address where work was carried out
• Date of order or installation
• A clear description of the issue

3. Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

4. Investigation

Your complaint will be reviewed by an appropriate member of our team. We may contact you to arrange an inspection or request further information.

5. Response and Resolution

We aim to provide a full written response within 10 working days. Where further investigation is required, we will keep you informed of progress. Possible outcomes may include:

• Explanation or clarification
• Rectification or remedial work
• Replacement of products
• Refund or partial refund (where appropriate)

6. Escalation

If you are not satisfied with the outcome, you may request that the complaint is escalated to senior management for further review.

7. Record Keeping

All complaints are recorded and reviewed to help improve our products and services.