Complaints Procedure
thewindowhub.co.uk ltd. Last updated September 2026
Our Commitment to You
At thewindowhub.co.uk ltd every customer is important to us, and we believe you have the right to a fair, swift and courteous service at all times. We will deal with your complaint promptly, effectively and in a positive manner.
How to Complain
Contact us by email at info@thewindowhub.co.uk, by phone on 08000 219 319 (freephone), or in writing to: Complaints, thewindowhub.co.uk ltd, 72-74 High Street, Staple Hill, Bristol, BS16 5HN.
1. Acknowledgement
We will acknowledge your complaint promptly within 5 working days of receipt.
2. Investigation
We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.
3. Final Response
We will endeavour to send a final response to you within 7 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4. Escalation to the GGF
thewindowhub.co.uk ltd is a member of the Glass and Glazing Federation (GGF). Once you have completed our complaints procedure, if you remain dissatisfied with our final response, or more than 7 weeks from the date of your complaint have passed without one, you can refer a complaint about our products or installation work to the GGF's free complaints and conciliation service, which is available to domestic customers of GGF Members who have completed the Member's own complaints procedure. You can contact the GGF at www.ggf.org.uk/complaints-service, by phone on 020 7939 9100, or in writing to: Glass and Glazing Federation, 40 Rushworth Street, London, SE1 0RB.
5. Building Regulations — FENSA
Our installations are registered with FENSA, the Government-authorised competent person scheme for replacement windows and doors. FENSA deals solely with the building-regulations compliance of an installation — it does not adjudicate general product, service or quality complaints. If your concern is that an installation completed within the last six years does not comply with Building Regulations, you can contact FENSA at www.fensa.org.uk or in writing to: FENSA Ltd, 40 Rushworth Street, London, SE1 0RB.
6. If Your Complaint Remains Unresolved
If you have completed our complaints procedure and remain dissatisfied, we will tell you so in writing and set out the independent options open to you, including the GGF service described above. We will confirm at that point whether we are prepared to take part in any further dispute resolution scheme proposed to us.
Finance Complaints
thewindowhub.co.uk ltd is an Introducer Appointed Representative (Financial Services Register No. 928915) of Phoenix Financial Consultants Limited (FRN: 539195), which is responsible for handling complaints about the introduction of finance. If your complaint concerns finance, tell us and we will pass it to Phoenix promptly and confirm to you that we have done so. Phoenix will acknowledge your complaint and send you a final response within 8 weeks of receipt. If you are dissatisfied with the final response, or 8 weeks have passed without one, you may refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk, 0800 023 4567) within 6 months of the date of the final response.
Extra Support
If you need extra support to make or pursue a complaint, for example large print, a preferred time to be contacted, or for us to speak with a family member or carer on your behalf, please tell us and we will arrange it.