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

[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 Authority. 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...

The whole process of dealing with Balhousie was brilliant. Right from the initial discussion regarding requirements, ordering & then the installation was first class. Superb job, would definitely use again

Mrs McLaren, 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

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

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

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

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