Complaints policy

Complaints Policy

At IV Glazing, we pride ourselves on providing our customers with a high-quality service. However, we understand that occasionally things can go wrong. When they do, in the first instance you should raise your concerns with your appointed point of contact – usually your Local Installation Centre – for them to address any issues you have.

If this is not possible or if you are still dissatisfied and wish to make a formal complaint, please follow the steps outlined below. All complaints are taken extremely seriously. We aim to resolve them within 8 weeks but where this is not possible, we will work closely with you to achieve a satisfactory outcome as quickly as we can.

Step 1 – Raising a Formal Complaint

You can contact us to raise a formal complaint using any of the following methods:

Raise a Complaint Form using the following link: https://www.ivglazing.com/customer-complaints/

Live chat via our website at www.ivglazing.com

Call us: 0808 163 7339

Write to us:

• IV Glazing Limited Customer Services,
• Cedar Court,
• Taylor Business Park,
• Risley,
• Warrington,
• Cheshire
• WA3 6BT

It is important that you provide:

• Your name, address, email address and contact telephone number;
• Any order or other reference number you have;
• Your account details if you are an IV Glazing Home Solutions customer;
• Exactly what went wrong, including when it happened, what happened, and who was involved;
• How you would like us to resolve the matter.

Once we have received a formal complaint from you we will:

• Acknowledge your complaint;
• Tell you the name of the person who will be overseeing your complaint, and give you their contact details and working hours;
• Advise you of next steps;
• Advise you when you will next hear from us.

Step 2 – Investigation and Outcome

The investigation of your complaint will be undertaken within our Regional Customer Services Team. Your complaint handler will liaise with the relevant department responsible for the issue which you have raised. They will aim to arrange any meeting or inspection visit to the installation address promptly. They will also aim to ensure that any outstanding issues are in progress within that period. Then will then objectively review all of the facts and evidence against your complaint and the resolution you are seeking, before reaching a decision on your complaint.

There are two possible outcomes to your complaint:

A: Complaint Upheld

If, after investigating, we find that your complaint is justified in whole or in part, we will write to you apologising for our failings and advising you as to how we propose to resolve it – having regard of course to the resolution you told us you wanted.

B: Complaint Rejected

If, after investigating, we find that we have acted fairly and reasonably (including acting promptly and using our best endeavours to resolve any minor issues in accordance with industry good practice and standards), we will find your complaint to be unjustified and we will reject it. We will give you a written explanation if this is the case. We ask that you consider our response and reasons carefully and with an open mind, which is exactly how we approach all complaints.

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. You need to do this in writing, setting out clearly your reasons for being dissatisfied with the. Your complaint will be reviewed independently by the Senior Manager/Director of the Department responsible for the issue that you have raised.

You will then receive written confirmation as to whether your complaint is now upheld after review, or remains rejected.

Step 3 – Final Review and Other Options

If you remain dissatisfied with the outcome after following the above steps, other options open to you are detailed below.

Final Review – Head of Customer Relations

If you remain dissatisfied after review, you are able to request a Final Review directly with the Head of Customer Relations at IV Glazing House, Sopers Road, Cuffley Hertfordshire, EN6 4SG, indicating that you wish for your complaint to be escalated in this way with reference to your preferred outcome.

The Head of Customer Relations shall conduct an independent review of your complaint and provide you with a Final Review and outcome.

Independent Conciliation

In the unlikely event that we are not able to satisfactorily resolve your complaint, you can approach the Glass & Glazing Federation (GGF) who offer a correspondence-based conciliation service. They will mediate to try to seek a satisfactory solution. The address to write to is:

• The Conciliation Manager
• GGF
• 40 Rushworth Street
• London
• SE1 0RB

The Glazing Arbitration Scheme

If the conciliation procedure fails to resolve your complaint it may be referred to the Glazing Arbitration Scheme (TGAS) www.tgas.org.uk, which is administered by the Centre for Effective Dispute Resolution (CEDR). They provide a low-cost and independent service to consumers aiming to reach resolution of unresolved disputes in full and final settlement. All applications for arbitration must be made via the GGF Conciliation Manager (see above).

Complaints related to Home Solutions

If you are an IV Glazing Home Solutions customer and we cannot resolve your problem satisfactorily for you, you may additionally refer to the Financial Ombudsman Service. You can contact them at www.financialombudsman.org.uk or by post at:

• The Financial Ombudsman Service
• Exchange Tower
• Harbour Exchange
• London
• E14 9SR

Service Levels for Complaints

• We will acknowledge your originating complaint within 2 working days of receipt;
• Save in exceptional circumstances, we will ensure that you are offered an inspection of the installation address (where relevant) within 10 days;
• We will aim to conclude your complaint within 8 weeks and sooner where reasonably practicable;
• We will ensure that we communicate the outcome of any complaint in writing with reasons.