Customer information

Complaints policy

A clear procedure for receiving, investigating and resolving customer complaints.

1. Our commitment

Supershield Glazing LTD is committed to providing a professional service and handling complaints fairly, promptly and respectfully. Complaints are treated as an opportunity to put matters right and improve our service.

2. What counts as a complaint

A complaint is any expression of dissatisfaction relating to workmanship, products, delays, communication, conduct, administration, billing or aftercare service.

3. How to make a complaint

Email: ssupershield@yahoo.com

Telephone: 07956295294

Post: Supershield Glazing LTD, 4 Fairfield Road, Southall, UB1 2DQ

Please provide your name, address, contact details, job or invoice reference where available, details of the complaint and any relevant photographs or supporting documents.

4. Our complaint handling process

Within 3 working daysWe acknowledge the complaint and confirm who is handling it.

As soon as possibleWe investigate the issue, review records, speak to relevant people and request or inspect evidence where needed.

Within 10 working daysWe aim to provide a written response explaining the outcome and any action we will take.

5. Outcomes and escalation

Where appropriate, Supershield Glazing LTD may offer an explanation and apology, remedial work, repair, replacement, refund or another fair solution. If the customer is not satisfied, they may request a review by a senior representative within 10 working days. We aim to issue a final response within 10 working days of the escalation request.

6. Alternative dispute resolution

If a complaint cannot be resolved through our internal procedure, we will provide the name and website address of an Alternative Dispute Resolution provider that could deal with the complaint and confirm whether Supershield Glazing LTD is obliged, or prepared, to use that procedure. For glazing-related disputes, this may include a relevant scheme or provider such as The Glazing Arbitration Scheme where applicable.

7. Records and review

We keep a record of complaints received, actions taken and outcomes achieved. Those records help us monitor service quality and identify improvements.