COMPLAINTS PROCEDURE

Harp Windows (Watford) Ltd is fully committed to providing a high quality installation to our customers at all times. In the unlikely event that our service falls short of these high standards and you are not happy with the products or the service you have received, then it is important that you inform us of these issues in writing, as soon as possible. We will do our utmost to deal with your complaint efficiently and we will ensure that it is fully investigated to resolution. We will keep you informed and advise you in writing of the outcome of any investigation into your complaint.

Fitting and snagging issues

Immediately following installation, there may occasionally be minor snagging issues which require attention. Please alert us of these as soon as they become apparent.

Problems after installation

Your insurance-backed guarantee is valid for ten years from the date of your installation. If you experience any problems with your windows and doors during this period, we will arrange for our service engineer to attend to any issues and repair or replace any parts as necessary. Please see our full terms and conditions for details – these can be found on the back of your pink contract. Copies are also available from our Watford showroom and can be emailed if required.

Complaints Process

The Company shall repair or replace free of charge any item proven to be faulty or to have been installed incorrectly. The Company cannot be held responsible for normal “Wear and Tear”.

WHICH? Trusted Trader Ombudsman Service

Where we cannot resolve any complaints through our own complaints procedure, as a WHICH? Trusted Trader we can use the Dispute Resolution Ombudsman for dispute resolution. In the unlikely even of a complaint arising and you wish to refer the complaint to them, then please contact 0117 881 2929 or visit the Dispute Resolution Ombudsman website at www.disputeresolutionombudsman.org/which-trusted-traders-partnership.