Complaints Policy
Complaints Policy
Balhousie always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied. To ensure we are able to put things right as soon as possible, please read our complaints procedure below. Balhousie will then be able to respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards Balhousie aims to achieve. In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon as possible so the problems can be rectified.
Our Procedure
Either call, email or write* to us. Balhousie aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where the business is unable to resolve your complaint using Balhousie's complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 02922670040.
*please request proof of receipt if posting
How and where to complain:
If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:
- Online - use the Customer Support form below
- In Person - 11 Feus Road, Perth PH1 2AS
- In Writing - Write to us at the above address, letter addressed to The Complaints Department
- By Telephone – 01738 657390
If we Cannot Reach Agreement With You
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
- Send a letter or email giving our reasons for the delay and an indication of when we expect to provide a final decision
- Issue our final decision letter which will explain our final position
Or
Our aim is to resolve all credit brokerage related complaints internally. However if after receiving our final position letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
If you want the FOS to look into your complaint you must contact them within six months of the date of our final decision letter.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0800 0234567
Further helpful information can be obtained from visiting their website at: www.financial-ombudsman.org.uk
Balhousie Glazing Limited is authorised and regulated by the Financial Conduct Authority. We act as the credit broker and not the lender. We are not paid any commissions by the lenders.
Get a Quote
Simply fill in your details for your free, no obligation quotation, and click "Get a Quote"
Book An Appointment
Book your free design appointment today! Fill in your details below and click “Book an Appointment”