COMPLAINTS PROCEDURE
Complaints & Service Rectification Procedure
Version: 2.0 Effective Date: 24 September 2025
1. Our Commitment to Quality & Fair Resolution
Shining Windows is committed to delivering a professional service that meets the highest standards of quality. We warrant that all services will be performed with reasonable care and skill, as is your legal right under the Consumer Rights Act 2015.
This document outlines the formal, fair, and legally compliant procedure for raising and resolving any genuine concerns regarding the quality of a completed service. This procedure is a binding component of our Service Agreement.
2. Scope of this Procedure
This procedure applies exclusively to genuine grievances relating to the quality and standard of the work performed (the "Service"). It does not apply to service postponements due to Force Majeure events, which are covered in Clause 9 of our Service Agreement.
3. The Three-Stage Complaints & Rectification Process
To ensure a swift and fair investigation, you must follow the formal three-stage process detailed below.
Stage 1: Formal Notification & Evidence Submission
If you have a genuine concern with the completed service, you are required to initiate the process as follows:
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Method: You must submit your complaint in writing via email to info@shiningwindows.co.uk. To ensure a clear and evidence-based process, complaints cannot be accepted via telephone or social media.
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Timescale: This formal notification must be submitted as soon as is reasonably possible, and no later than 24 hours after the service completion.
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Required Information: Your email must include:
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The date of the service.
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A clear and specific description of the issue(s).
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Clear, dated photographic evidence supporting your complaint.
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Your full name and the service address.
Submission of these details is a condition of the contract, necessary for us to conduct a fair investigation before environmental factors can alter the condition of the surfaces.
Stage 2: Investigation & The Right to Rectify
Upon receipt of your formal Stage 1 complaint, the following will occur:
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Acknowledgement: We will provide a formal acknowledgement of your complaint within two (2) working days.
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Investigation: The Operations Manager will conduct a full review of the service record and the evidence you have provided.
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Resolution: If your complaint is determined to be valid, your primary and exclusive remedy is a "repeat performance" of the service, as stipulated by Section 55 of the Consumer Rights Act 2015. We will contact you within five (5) working days of your initial complaint to arrange a single return visit at a mutually agreeable time to re-clean the specific areas of concern at no additional cost. This "Right to Rectify" is our primary legal obligation and the sole remedy offered for service quality issues.
Stage 3: Final Internal Review
If you believe the repeat performance (Stage 2) has failed to resolve the original issue, you may request a final internal review.
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Request: A request for a final review must be made in writing within 24 hours of the repeat performance.
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Review: The case will be escalated to the Proprietor for a definitive final assessment.
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Outcome: The Proprietor's decision will be communicated to you in writing and will represent the company's final position on the matter.
4. Alternative Dispute Resolution (ADR)
Shining Windows is committed to resolving all complaints internally. However, if you have fully exhausted our internal three-stage procedure and remain unsatisfied with our final decision, you may wish to seek advice from an independent certified Alternative Dispute Resolution (ADR) provider. ADR is a voluntary process where an independent third party considers the facts and helps to mediate a resolution. You are free to source such services independently.
Thank you for taking the time to contact us, we will reference the information raised during any complaint to improve our services, relationships and customer service.
MAKING A COMPLAINT
This a free and impartial process, set up to help resolve service disputes for clients. When we receive complaints, we will look at the facts in each case and consider the comments from both you and the service provider.
You can also use this service to learn more about making a complaint to us; our rules of engagement; how we resolve complaints; and how to complain about your service.
We use the benefit of our experience to help a broad range of problematic scenarios to improve our complaint-handling processes and to avoid complaints arising in the first place.
We are unable to: provide legal advice or represent you in legal proceedings against alternative service providers or check whether a service provider is regulated; or investigate complaints where you are complaining about someone else or a service provided by another company or individual.