Complaints Policy

How we deal with enquiries and complaints

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Make sure you are happy with how your complaint was handled


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


How Long Will It Take?

We will aim to resolve your complaint straight away but if we can’t we will contact you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly but if it’s complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

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

[email protected]

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 Authourity. We act as the credit broker and not the lender. We are not paid any commissions by the lenders.

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What our customers say...

From initial enquiry through to post project completion, Drew & all his team delivered a first class service. We have used Balhousie on several occasions and wouldn't go anywhere else now.

Mrs A Kinnes

Allan & Peter did a really great job. We're very happy with the service and windows. I've already recommended Balhousie to a couple of friends!

Mr A Povey

Work carried out in a tidy and quick manner. Very pleased and happy to recommend

Mr R Rorrison

I congratulate your firm on your efficient service & very helpful polite installers.

Mrs Gordon, Perth

I used Balhousie to install secondary glazing in my property as well as new windows and French doors. I was impressed by the speed of service, attention to detail and high quality workmanship and products. The price was also very competitive. Highly recommended!

Gillian D, Perth

We were impressed by all those involved with the installation of our new extension which has made our lives so much more comfortable. We would definitely recommend Balhousie

Customer, Crieff

Just a quick note to say our window installation this week was great and I couldn’t be happier with the end result. The installers were absolutely first class and a credit to your company

Customer, Perth

I would just like to say thank you for the installation of our new windows and doors. It has made a dramatic difference to the house in more...

McClean

We are absolutely delighted with the finished works and the new space has totally changed the dimension of the house. A huge thanks to you and...

Mr & Mrs Stronach

Thank you very much for providing such a good service. From the initial contact to the finished installation tthe experience was one of total...

Allison

Very satisfied with the service from all members of staff with whom we had contract

Mr T Scade

He took care and attention to everything he did, answered my questions with patience, explained how things worked, arrived on time and never...

Mrs S Lazaro

Not only are we so happy with our new conservatory roof but also with Balhousie’s service & installation. The installers were polite, friendly, tidy & professional. Would highly recommend from start to finish.

C Davidson, Perth

Installers have done a magnificent job. Our new conservatory looks great & we are very pleased with the result!

A Tomison