Shining Windows
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The Complaints Process Explained
At Shining Windows, our commitment to a "Standard of Certainty" is our core operational mandate. We believe true professionalism is defined not by an absence of mistakes, but by the integrity and transparency of the process used to resolve them. We view your formal complaint as an invaluable data point—a critical tool that allows us to find and fix systemic flaws.
This page outlines our clear, formal, and auditable procedure for resolution. We ask that you follow these steps precisely so we can investigate your concern with the forensic detail it deserves, in line with our Service Agreement and your statutory rights.
Stage 1: Understanding Our Process
Stage 1: Understanding Our Process
The process begins when you submit your formal complaint via our dedicated form. Our system will immediately log your case, assign the complaint a unique reference number, and send you a formal acknowledgement email. This creates a permanent, auditable record of your concern.
Stage 2: Forensic Investigation
Your case is passed to our resolutions team. They will conduct a forensic review of all associated data: technician's notes, before-and-after photos, vehicle tracking data, and all email correspondence. We may contact you to request further information if required
Stage 3: Formal Response & Resolution
Upon completing the investigation, we will provide you with a formal, written response. This report will detail our findings, our conclusion, and—if a failing is identified—a clear and actionable resolution in line with your statutory rights.
Stage 4: Proceed to Submission
This is the active stage where you provide the full details of your concern. Please complete the secure form on this page with all factual, verifiable information. Submitting this form creates your formal case file and triggers our internal investigation. This is the sole and exclusive channel for initiating a formal dispute.