Complaints Policy Procedure
At Prime Glazing, we are committed to providing exceptional service and high-quality products to all our customers. If something hasn’t met your expectations, we’re here to make it right. Our complaints procedure ensures your concerns are handled quickly and fairly.
Step 1: Contact Us
If you have a complaint, please reach out to us as soon as possible. You can contact us through the following channels:
- Phone: 01244 637576
- Email: tom@primeglazing.co.uk
- Post: Prime Glazing, Whitfield Business Hub, Pensby Road, Heswall, Wirral, CH60 7RJ
Please include the following details to help us address your complaint:
- Your full name and contact details
- A description of the issue
- Any relevant documents (e.g., contracts, invoices, or photos)
Step 2: Acknowledgment
Once we receive your complaint, we will:
- Acknowledge it within 2 business days.
- Provide you with the name and contact details of the person handling your case.
Step 3: Investigation
We will thoroughly investigate your complaint and aim to resolve it within 10 business days. If more time is required, we will keep you informed throughout the process.
Step 4: Resolution
After investigating, we will:
- Offer a solution or explanation.
- Take the necessary steps to resolve the issue.
If you are satisfied with the resolution, we will consider the matter closed. If not, we will work with you to explore further steps.
Step 5: Escalation
If you are unhappy with our final response, you can escalate your complaint to an independent body for further review:
At Prime Glazing, your satisfaction is our priority, and we appreciate your patience while we work to resolve your concerns.
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