Homeglaze Home Improvements Ltd Complaint Handling Policy
Updated October 2025
Version: 2.0 – October 2025
Policy owner: Colin Morgan, Director & Compliance Lead
Next review: October 2026
1) Policy statement
Homeglaze Home Improvements Ltd is committed to providing exceptional products and services. However, we recognise that occasionally things may not go as planned. When this happens, we encourage customers to tell us — so we can put things right quickly, learn from feedback, and continually improve.
We handle every complaint fairly, courteously, and promptly, following the principles of the Financial Conduct Authority (FCA) DISP rules, the Consumer Rights Act 2015, and the Which? Trusted Trader Code of Conduct.
2) Scope
This policy applies to all complaints received by Homeglaze from customers, potential customers, or their authorised representatives, whether the complaint relates to:
– Sales and quotations
– Installations or workmanship
– Finance or credit-related arrangements (as a broker, not a lender)
– After-sales service, warranties or guarantees
– Staff or representative conduct
3) What is a complaint?
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a customer relating to Homeglaze’s products, services, or staff, where a response or resolution is explicitly or implicitly expected.
4) How to make a complaint
Customers can contact us using any of the following:
– By phone: 020 8502 7560
– By email: colin@homeglaze.com or info@homeglaze.co.uk
– By post: Homeglaze Home Improvements Ltd, Unit 19-20 Taylors, Gravel Lane, Chigwell, Essex IG7 6DQ
– Via our website: www.homeglaze.co.uk/contact
If a customer prefers, a complaint can also be made via a trusted representative or carer, provided consent is given.
5) Our complaint handling process
Stage 1 – Acknowledgement
– We acknowledge all complaints within 3 working days of receipt.
– We’ll confirm the main issues raised, explain next steps, and provide the name of the person handling the case.
Stage 2 – Investigation
– The complaint will be reviewed by our Compliance Lead or a senior manager not directly involved in the matter.
– We’ll gather evidence (contracts, call notes, photos, installation reports, etc.) and speak with the relevant staff or contractors.
– Where possible, we’ll propose a fair resolution within 10 working days.
Stage 3 – Final response
– A written Final Response Letter will be sent within 8 weeks of the original complaint, as required by the FCA.
– This will detail our findings, any offer or redress, and explain your right to escalate the complaint if unsatisfied.
6) If you are still unhappy
If you are dissatisfied with our final response or we have not resolved your complaint within 8 weeks, you may refer the matter to:
Financial Ombudsman Service (for finance or regulated issues)
Exchange Tower, London E14 9SR
Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Which? Trusted Traders – Dispute Resolution Ombudsman (for home improvement work)
Tel: 029 2267 0040
Website: www.disputeresolutionombudsman.org/which-trusted-traders
7) Complaints involving vulnerable customers
We follow our Vulnerable Customer Handling Policy when dealing with customers who may require additional care or support. We will adapt communication and provide extra time or third-party involvement as needed.
8) Record keeping & monitoring
All complaints are logged in our Complaints Register, noting category, outcome, and resolution time. Trends are reviewed quarterly to identify root causes and process improvements. The Compliance Lead reports to the Managing Director on complaint patterns and corrective actions.
9) Training
All staff receive initial and annual refresher training on:
– Recognising and escalating complaints
– Treating customers fairly
– Communicating with empathy and professionalism
– Recording outcomes accurately
10) Continuous improvement
We use complaint feedback to refine policies, improve communication, and ensure future customers benefit from lessons learned. Our goal is to resolve issues first-time, prevent recurrence, and maintain long-term customer trust.
11) Related documents
– Vulnerable Customer Handling Policy
– Privacy Policy
– Terms & Conditions
– Quality Assurance Policy
Contact details
Compliance Lead – Colin Morgan
Tel: 020 8502 7560
Email: colin@homeglaze.com
Website: www.homeglaze.co.uk
