Complaints Handling Procedure
Bowalker Windows Limited
1. Our Commitment
2. How to Make a Complaint
- Phone: 01444810111
- Email: info@bowalkerwindows.co.uk
- In Writing: Bowalker Windows Limited, 1-2 Bolney Grange Business Park, Bolney, Hickstead, Haywards Heath, England, RH17 5PB
3. Our Procedure
- Acknowledgement: We aim to acknowledge all complaints within 24 working hours.
- Investigation: We will thoroughly investigate your complaint and gather all relevant information.
- Arrange a site visit: within 7 working days (if required).
- Provide final feedback: and remedy within 7 working days of the visit.
- Resolution: We aim to provide a full response and resolution within 14 working days.
- Escalation: If you are not satisfied with our response, you can escalate your complaint as per the instructions below.
4. Record Keeping
5. Escalation
Our recommended process where Bowalker has carried out an installation is as follows:
If Bowalker have not been able to resolve the complaint to a customer’s satisfaction and concerns remain regarding the installations compliance, we recommend they contact FENSA through the following methods:
FENSA helpline – 020 7645 3700.
Email – enquiries@fensa.org.uk
For general consumer complaints (poor workmanship, breach of contract, etc.):
Citizens Advice: This is your first stop. They provide free, impartial advice and can help you understand your rights and the best course of action. They can also help you draft letters or complaints.
Trading Standards: They enforce consumer protection laws. If the company has acted illegally (e.g., misleading you, using unfair contract terms), Trading Standards might take action. However, they generally don’t get involved in individual disputes unless there’s a wider pattern of malpractice. You report to them via Citizens Advice.
For complaints related to credit agreements (where Bowalker Windows Limited have provided finance along with the installation):
Financial Ombudsman Service (FOS): If your complaint is about the credit agreement itself (e.g., unfair charges, misleading information), you can complain to the FOS.
For complaints about specific trade practices or misleading claims:
Advertising Standards Authority (ASA): If the company’s advertising or promotional materials are misleading (e.g., false claims about product performance), you can complain to the ASA.
For complaints about building regulations (if applicable):
Local Authority Building Control: If you believe the installation doesn’t meet building regulations, contact your local authority’s building control department.
