Last Updated: September 2026
At Prime Glazing, we are committed to delivering high-quality products, professional installation and excellent customer service. We recognise that, despite everyone’s best efforts, there may occasionally be circumstances where a customer is dissatisfied with an aspect of their project.
When this happens, our priority is to understand the concern, investigate it fairly and, where Prime Glazing is responsible, provide an appropriate resolution within a reasonable timeframe.
This Complaints Procedure should be read alongside your Supply & Installation Agreement, applicable guarantees and warranties, and our Cancellation, Returns & Refunds Policy. Nothing within this procedure affects your statutory consumer rights.
1. Making a Complaint
If you have a concern regarding your installation, products or the service provided by Prime Glazing, please contact us as soon as reasonably possible.
Complaints should preferably be submitted in writing so that both parties have a clear record of the matters raised.
You can contact us by:
Email: tom@primeglazing.co.uk
Telephone: 01244 637576
Post: Prime Glazing, Whitfield Business Hub, Pensby Road, Heswall, Wirral, CH60 7RJ
When submitting a complaint, please provide wherever possible:
- Your full name and contact details;
- The installation/property address;
- Your quotation, contract or order reference;
- A clear description of the issue;
- The date the issue was first identified;
- Photographs or videos where relevant; and
- Copies of any relevant correspondence or documentation.
Providing this information will help us investigate your complaint efficiently.
2. Acknowledgement
We aim to acknowledge formal complaints within 2 working days of receipt.
Where appropriate, you will be provided with the name or details of the person responsible for handling your complaint.
An acknowledgement does not constitute acceptance of liability or confirmation that the complaint is valid. It confirms that the matter has been received and will be investigated.
3. Initial Assessment & Investigation
We will review the information provided together with relevant contracts, surveys, drawings, specifications, photographs, installation records and communications.
Depending upon the nature of the complaint, we may need to consult our installation team, surveyor, manufacturer, supplier or another appropriately qualified person.
We aim to provide a substantive response within 10 working days wherever reasonably possible.
Some matters, particularly those involving bespoke products, manufacturer investigation, technical assessment or site inspection, may require longer. Where this happens, we will keep the customer reasonably informed of progress.
4. Site Inspection
Where a complaint concerns the condition, performance, specification or installation of a product, Prime Glazing must be given a reasonable opportunity to inspect the alleged issue.
We may arrange for the property to be attended by a representative of Prime Glazing and, where appropriate, a manufacturer, supplier, surveyor or independent specialist.
The customer agrees to provide reasonable access to the property for the purposes of investigating and, where appropriate, rectifying the complaint.
5. Remedial Works
Where our investigation identifies a legitimate defect or installation issue for which Prime Glazing is responsible, we will determine the appropriate remedy in accordance with the contract and applicable consumer law.
Depending upon the circumstances, this may include:
- Adjustment;
- Repair;
- Replacement;
- Repeat performance;
- Other appropriate remedial works; or
- Another remedy available under applicable consumer law.
Where remedial works are required, they will be undertaken within a reasonable timeframe having regard to the nature of the issue, availability of replacement parts or bespoke products, manufacturer lead times and any other relevant circumstances.
Where replacement bespoke products are required, normal manufacturing lead times may apply.
6. Third-Party Contractors
Customers should give Prime Glazing a reasonable opportunity to inspect and, where appropriate, rectify an alleged defect before instructing another contractor to alter, remove or repair products or installation work supplied by us.
Except where urgent action is reasonably required for safety or to prevent further damage, Prime Glazing may not accept responsibility for third-party costs incurred without our prior agreement where we were not first given a reasonable opportunity to investigate and provide an appropriate remedy.
Unauthorised alterations may also affect applicable manufacturer or installation warranties where those alterations cause or contribute to the issue or prevent proper assessment.
This does not affect any statutory rights available to the customer.
7. Minor Snagging
Minor snagging items can occasionally arise following the installation of bespoke windows, doors, glazing and associated products.
The existence of minor snagging does not automatically mean that the installation as a whole is defective or has not reached practical completion.
Legitimate snagging items will be recorded and dealt with within a reasonable timeframe.
Any outstanding payment obligations will be determined in accordance with the Supply & Installation Agreement and applicable consumer law.
8. Manufacturer or Product Issues
Where a complaint relates to an alleged manufacturing defect rather than installation workmanship, Prime Glazing may refer the matter to the relevant manufacturer or supplier for technical assessment.
Where necessary, photographs, measurements or other information may be provided to the manufacturer to determine the appropriate remedy.
Because many of the products supplied by Prime Glazing are bespoke, replacement components or products may need to be manufactured specifically for the property and therefore may be subject to manufacturer lead times.
Prime Glazing will keep the customer reasonably informed throughout this process.
9. Our Response
Following investigation, we will provide our findings and proposed resolution.
Our response may:
- Accept the complaint in full;
- Accept part of the complaint;
- Propose remedial works or another appropriate resolution;
- Request further information or investigation; or
- Explain why we do not consider the complaint to be justified.
Where we do not uphold a complaint, we will explain the basis for our decision.
10. Escalation Within Prime Glazing
If you remain dissatisfied following our initial response, you may request that the matter is reviewed by a senior member of Prime Glazing.
When requesting a review, please explain which aspects of our response you disagree with and provide any additional information or evidence that you believe should be considered.
The matter will then be reviewed separately and we will provide our final position once that review has been completed.
11. Independent Advice & Dispute Resolution
We always encourage customers to allow our internal complaints procedure to conclude before seeking external resolution.
If we are unable to resolve the matter directly, depending upon the nature of the complaint and the products or services supplied, the customer may be able to seek independent advice or Alternative Dispute Resolution.
For qualifying replacement window and door installations, FENSA may be able to consider complaints specifically concerning compliance with applicable Building Regulations, subject to its eligibility requirements.
FENSA does not generally determine contractual disputes, compensation claims, product-quality disputes or refund claims.
Customers may also obtain independent consumer advice from Citizens Advice.
Where an Alternative Dispute Resolution provider applies to the particular contract or installation, details can be provided upon request.
12. Outstanding Payments During a Complaint
Submitting a complaint does not automatically suspend the customer’s contractual payment obligations.
Any undisputed amounts remain payable in accordance with the Supply & Installation Agreement.
Where a genuine dispute relates specifically to part of the works or an amount claimed, Prime Glazing and the customer should seek to resolve that issue reasonably and in accordance with the contract and applicable consumer law.
13. Abusive or Unreasonable Conduct
Prime Glazing will always treat customers professionally and respectfully and expects the same standard of behaviour towards our employees, installers, subcontractors, suppliers and representatives.
We will not tolerate threatening, abusive, discriminatory or intimidating behaviour.
Where communications become excessive, repetitive or unreasonable after the matters raised have already been substantively addressed, we may nominate a single point of contact and require future communications regarding the complaint to be made in writing.
This will not prevent a legitimate complaint from being considered or affect the customer’s statutory rights.
14. Record Keeping
Prime Glazing may retain records relating to complaints, including correspondence, photographs, inspection reports, site notes and proposed resolutions, in accordance with our Privacy Policy and applicable data protection requirements.
These records may be shared with relevant manufacturers, suppliers, insurers, certification bodies or professional advisers where reasonably necessary to investigate or resolve the complaint.
15. Statutory Rights
Nothing within this Complaints Procedure excludes, restricts or seeks to replace any statutory rights available to consumers.
Prime Glazing will handle complaints in accordance with the terms of the relevant Supply & Installation Agreement and applicable UK consumer legislation.