Complaints Policy

Complaints Policy

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, 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 to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

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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Don’t just take our word for it

Can't complain with our new windows and the job the boys done. Already scheduled our door installation for next month!

Janette W - Fife

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

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.

Mark E - Falkirk

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 than one way.

James M - Stirling

We are delighted with our new front and back doors. Credit to all from initial quote to the boys fitting. Timely and efficient ...

Sharon A - Dundee

Very professional service. Prompt service from time of order. Very professional fitters always arrived when they said and cleaned up before leaving.

Robert G - Perth

Installation of windows. The two male fitters were excellent in every respect. Very respectful of furnishings, and flooring. Helpful and very good at their job. A superb team or pairing. Thank you, for another job, well done.

Martha B - Perth

Excellent windows, went over and above. Listened and implemented the design we wanted. Fitters worked extremely hard and got job done with very little disruption. Would highly recommend this company.

Karen W - Edinburgh

Very professional from survey to installation. Very good workmanship and left the site immaculate. Extremely pleased with everything from Balhousie.

Peter K - Perth

Double glazed door fitted with cat flap. Balhousie Glazing were extremely professional and very competitively priced. I would highly recommend this company many thanks.

Anddy L - Perth