Complaint procedure

Our commitment

Sutton Windows is committed to providing high-quality products and services. We recognise that issues can occasionally arise, and when they do, we are dedicated to resolving them swiftly and fairly to find the best possible outcome. We value all feedback, as it helps us improve our service and grow as a business. We encourage all our customers to raise any concerns they may have. 

How to make a complaint

You can raise a complaint with us by telephone, email, or post. Please provide the following details to help us investigate and resolve your issue as quickly as possible:

• Your name, address, and preferred contact details
• Your job or contract number (found on your paperwork)
• A clear description of your complaint, including dates and any relevant background information
• Photos or other supporting evidence, where possible
• What would you like us to do to resolve the matter

Our process

Stage 1: Acknowledgement and initial review

• Upon receiving your complaint, we will record it in our system.
• We will acknowledge your complaint in writing (by email or letter) within 5 business days.
• This acknowledgement will confirm our understanding of your complaint and provide the name of the person handling it.

Stage 2: Investigation and resolution

• The assigned handler will fully investigate your complaint, which may involve:
  • Reviewing your original contract and job specifications.
  • Arranging an on-site visit by one of our team members.
  • Gathering information from relevant staff members or installers.
  • Consulting with product manufacturers, if necessary.

• We will keep you informed of our progress throughout the investigation.
• For simple complaints, we will aim to provide a resolution within 5 business days, along with a “summary resolution communication”.
• For more complex issues, our investigation may take longer. We will provide our final written response within 8 weeks of receiving your complaint.

Stage 3: Final response

Our final response will be a formal letter detailing the outcome of our investigation. It will either:

• Accept the complaint: This will include an apology and offer appropriate redress, such as remedial work, a refund, or compensation. We will provide a clear explanation of how we reached this decision.
• Reject the complaint: This will clearly state our reasons for not upholding your complaint.

If you remain dissatisfied

As a valued Sutton Windows customer, you have access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair, and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution. You will need to do so within 6 months of your final response letter.