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Complaints Handling Policy

1.0 Policy

1.1 We recognise the importance of customer complaints and welcomes them as a valuable form of feedback about our services. We will learn from and use the information gained from complaints to help drive forward improvements and to respond positively to our customers’ needs and expectations. We want to resolve all complaints quickly and effectively. Our aim is to resolve any problems straight away where possible.

1.2 Complaints are accepted in all formats including:

In writing, whether it is by letter or email
Over the phone
In person

1.3 Our Complaints procedure does not affect a customer’s statutory rights as a consumer.

1.4 All complaints are dealt with in line with our Equal Opportunities Policy.

2.0 Procedure

2.1 Informal Resolution

Complete customer complaint form and make an entry in the complaints register. [Office staff]

Immediately forward complaint to the complaints manager. [Jodie Dorton]

Acknowledge receipt within 48 hours via a telephone call and post or e-mail informing the customer of receipt and set a date by which the complaint will be resolved by. [Jodie Dorton]

Take action to resolve complaint immediately. [Jodie Dorton]

If it cannot be resolved immediately, inform the customer of reasons why and indicate a date to resolve the complaint by. [Jodie Dorton]

Resolve complaint to customer satisfaction or provide an update within 14 days from the previous communication. [Jodie Dorton]

Once resolved, the complaint along with the resolution is recorded and should be presented at management monthly team meetings. [Raie Bloor]

2.2 Formal Resolution

If a complaint has not been resolved or the complainant is still dissatisfied complaint shall be formally investigated by the appropriate Director/Manager. The complainant shall be kept informed. [Paul Beresford]

2.3 Ensuring Resolution

If the complainant still remains dissatisfied the company may involve the GGF’s conciliation service and provide details of the complainant together with full details of the nature of the complaint and all documentation associated with it.

Conciliation Officer
The Glass and Glazing Federation
40 Rushworth Street
London
SE1 0RB

Email: [email protected]

We also offer a full range of aluminium windows, bifolding and sliding doors,
and front doors as FGC Bespoke Aluminium.

Visit the FGC Showroom

You can now visit our showroom in Strood, Kent.

The full range of Frameless products are on display in wide variety of configurations.

We request you contact us to make an appointment before visiting to avoid overcrowding.

Find out more about the FGC Kent showroom.

Reviews on Facebook and Google

What our customers say

We are pleased with the service, and the quality of finish so far, I look forward to seeing how they look after a few months. My only issues was the timings and delays, but I wouldn’t hesitate to recommend you and indeed have already a few times or use you again.

Serrvice. Good, old-fashioned service. Your team turned up a day early. And were courteous , efficient and helpful. That doesn’t happen too often

Mr S
Mrs S. Bucks
A strip of the furry trim at the top of the frame that the doors run on had come loose. On the one hand the sort of thing that one could have a go at fixing; on the other hand having witnessed the care and attention the FGC installation team do their work; I thought it best to leave it to them. Not an emergency, I contacted HQ FGC and asked that when a team

Shindi Poonia
Shindi

Somewhat belatedly may I thank your team for your no quibble, courtesy and efficiency in fixing the problem with my door. All down here are most impressed! Thank you for your input into all this. MBH,

MBH, Essex

I am very happy with the doors – I saw them last night after work – though I didn’t open them as I wanted to make sure I followed the installers’ instructions not to. They look wonderful and my boyfriend and mum tell me they were absolutely lovely chaps. The finish seems brilliant and appears to be a huge improvement on the last installation. Ms Warren, London

We moved last year and wanted to maximise the view right through from the rear to the front of the building, overlooking the river. After much searching we found FGC, who installed internal glass doors between the rooms. FGC were very efficient and although we are in the North they sorted out a subsequent small problem promptly. FGC are not cheap but they had what we wanted and we’re delighted with

Simon Ely
Simon

We had a small issue with the opening door, we contacted FGC and they arranged for a team to come. They sorted the issue very quickly then cleaned the runners and door seals, fully tested the operation of the doors and carried an additional mod on the door handle. All done and dusted with an hour. Great

Keith Delderfield
Keith and Di
We wanted to connect two room – a ‘sun room’ and living room -by replacing a large window with some glass doors. We contacted local suppliers and Googled ‘glass partitions’. Local suppliers weren’t much help, however the Google came up with just what we wanted – frameless glass doors. We contacted Gary for a price. He arranged to come and do a survey the following week – 600 mile round trip – arrived on time.

I am very happy with the installed doors. The fitters did an excellent job. They arrived on time, were polite and helpful, and went through all of the relevant information with myself and my wife. They also cleaned the windows at the end of the

David Thurston
David

In addition to the quality of the product – which is stunning, and head an shoulders above anything else on the market – the ongoing support and maintenance is impressive. I had a small issue with the doors recently and their maintenance team came back within 48 hours to resolve everything whilst giving the doors a complete service. Very happy and I would

Richard Crowley
Richard

This is a professional operation with excellent after sales care. Very

Richard Martin
Richard
Couldn’t be happier with the product, it really has enhanced the vision that we had for our lounge and our garden. I was also so impressed with the manner and knowledge of your fitters who were not only very engaging but were also so knowledgeable and enthusiastic about the item they were installing. It clearly wasn’t just about a job, it just seemed to be about the ethos of the company, your management and the

Jon Roberts

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