{"id":335,"date":"2026-04-26T16:43:46","date_gmt":"2026-04-26T15:43:46","guid":{"rendered":"http:\/\/sadiqur.xyz\/glazing\/index.php\/complaints\/"},"modified":"2026-04-26T16:44:08","modified_gmt":"2026-04-26T15:44:08","slug":"complaints","status":"publish","type":"page","link":"http:\/\/sadiqur.xyz\/glazing\/index.php\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\n<p><strong>We aim to resolve every complaint within 5 working days.<\/strong> If something hasn&#8217;t gone the way you expected \u2014 whether it&#8217;s a problem with how we matched you, an installer&#8217;s conduct, or how we&#8217;ve handled your data \u2014 please get in touch. We take complaints seriously and use them to improve the service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Step 1 \u2014 tell us what&#8217;s gone wrong<\/h2>\n\n\n\n<p>Email <a href=\"mailto:hello@findfitter.co.uk\">hello@findfitter.co.uk<\/a> with the subject line <strong>&#8220;Complaint&#8221;<\/strong>. Please include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your name and the email\/phone you used when requesting quotes<\/li>\n<li>The approximate date you submitted the form<\/li>\n<li>A short description of what happened and what you&#8217;d like resolved<\/li>\n<li>Any reference numbers from confirmation emails<\/li>\n<\/ul>\n\n\n\n<p>You&#8217;ll get an acknowledgement within <strong>1 working day<\/strong> and a substantive response within <strong>5 working days<\/strong>. Complex cases (e.g. those needing input from an installer) may take up to 30 days, and we&#8217;ll keep you updated if so.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Step 2 \u2014 escalate inside Findfitter<\/h2>\n\n\n\n<p>If our first response doesn&#8217;t resolve things, reply asking for a senior review. A different team member will look at your complaint independently and respond within a further 10 working days.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Step 3 \u2014 independent escalation<\/h2>\n\n\n\n<p>If you remain unhappy after our internal review, you have the right to escalate to one of the bodies below. <strong>The right body depends on what your complaint is about<\/strong>:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udcca Data protection \/ privacy complaints<\/h3>\n\n\n\n<p>If your complaint is about how we&#8217;ve handled your personal data \u2014 for example, the data we shared with installers, marketing contact you didn&#8217;t want, or your right to erasure \u2014 you can raise it with the <strong>Information Commissioner&#8217;s Office (ICO)<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Online: <a href=\"https:\/\/ico.org.uk\/make-a-complaint\/\" target=\"_blank\" rel=\"noopener\">ico.org.uk\/make-a-complaint<\/a><\/li>\n<li>Phone: 0303 123 1113<\/li>\n<li>Post: ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udee0\ufe0f Complaints about an installer&#8217;s work or conduct<\/h3>\n\n\n\n<p>The contract for any installation work is between you and the installer directly \u2014 not Findfitter. We&#8217;ll always escalate your concern to the installer in question, but for unresolved disputes about workmanship, contract terms or trader conduct, your statutory routes are:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FENSA-registered installer:<\/strong> <a href=\"https:\/\/www.fensa.org.uk\/complaints\" target=\"_blank\" rel=\"noopener\">FENSA Complaints<\/a><\/li>\n<li><strong>Certass-registered installer:<\/strong> <a href=\"https:\/\/www.certass.co.uk\/consumer-protection\" target=\"_blank\" rel=\"noopener\">Certass Consumer Protection<\/a><\/li>\n<li><strong>Any UK trader:<\/strong> <a href=\"https:\/\/www.citizensadvice.org.uk\/consumer\/\" target=\"_blank\" rel=\"noopener\">Citizens Advice consumer service<\/a> (0808 223 1133) or your local Trading Standards office<\/li>\n<li><strong>Glass &amp; Glazing Federation members:<\/strong> <a href=\"https:\/\/www.ggf.org.uk\/customer-service\" target=\"_blank\" rel=\"noopener\">GGF Customer Service<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udcb7 Complaints about consumer finance<\/h3>\n\n\n\n<p>If your complaint is about a consumer-credit or finance product (e.g. installer&#8217;s instalment plan via a regulated lender), the lender&#8217;s own complaints procedure must be followed first. Unresolved cases can be escalated free of charge to the <strong>Financial Ombudsman Service<\/strong>: <a href=\"https:\/\/www.financial-ombudsman.org.uk\/\" target=\"_blank\" rel=\"noopener\">financial-ombudsman.org.uk<\/a> \u00b7 0800 023 4567.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What Findfitter will and won&#8217;t do<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u2705 We&#8217;ll investigate any complaint about how we matched you, our communications, or how we&#8217;ve handled your data.<\/li>\n<li>\u2705 We&#8217;ll pass on complaints about an installer&#8217;s conduct and ask the installer to respond.<\/li>\n<li>\u2705 We&#8217;ll review and remove an installer from our network if they consistently fall short of the Findfitter Standard.<\/li>\n<li>\u274c We don&#8217;t arbitrate workmanship disputes between you and an installer \u2014 that&#8217;s a job for the schemes listed above.<\/li>\n<li>\u274c We can&#8217;t change the terms of an installer&#8217;s contract or refund money you&#8217;ve paid them \u2014 only the installer can do that.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Records we keep<\/h2>\n\n\n\n<p>We log every complaint, our response, and the outcome for at least 3 years so that we can spot patterns and improve the service. Personal data in complaint records is held under our <a href=\"\/index.php\/privacy\/\">Privacy Policy<\/a> and you can request access or erasure at any time.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We aim to resolve every complaint within 5 working days. If something hasn&#8217;t gone the way you expected \u2014 whether it&#8217;s a problem with how we matched you, an installer&#8217;s conduct, or how we&#8217;ve handled your data \u2014 please get in touch. We take complaints seriously and use them to improve the service. Step 1 &#8230; <a title=\"Complaints\" class=\"read-more\" href=\"http:\/\/sadiqur.xyz\/glazing\/index.php\/complaints\/\" aria-label=\"Read more about Complaints\">Read more<\/a><\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-335","page","type-page","status-publish"],"_links":{"self":[{"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/pages\/335","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/comments?post=335"}],"version-history":[{"count":1,"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/pages\/335\/revisions"}],"predecessor-version":[{"id":336,"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/pages\/335\/revisions\/336"}],"wp:attachment":[{"href":"http:\/\/sadiqur.xyz\/glazing\/index.php\/wp-json\/wp\/v2\/media?parent=335"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}