Complaints Policy | Windows and Doors Birmingham

Last updated: 2 October 2026

Complaints come to us in two kinds, and where yours should go depends on what it's about.

A Complaint About Our Service

This covers anything we're responsible for: an enquiry that was lost or not passed on, an enquiry sent to an installer who doesn't cover your postcode, a call that went badly, or a mistake on this website.

1. Email info@windowsanddoorsbirmingham.co.uk with "Complaint" in the subject line, or ring 0121 368 1894 and ask us to log a complaint. 2. Give your name, roughly when you contacted us and a brief description of the problem. 3. We'll acknowledge your complaint and send a full response within 10 working days. 4. If you're not happy with that response, say so and we'll look at it again.

A Complaint About an Installer

We can't resolve complaints about an installer's workmanship, products, quote, invoice or conduct, because your contract is with the installer and we have no power over how it does the work. What we can do is point you to the right places, starting with the installer.

Write to the installer first, setting out what's wrong and what you want done, and give it a fair chance to reply. Keep copies of the contract, emails, photos and receipts.

Please let us know as well. We can't settle the dispute, but we record what you tell us, and it affects whether that installer keeps receiving enquiries from us.

Where to Get Help

Citizens Advice consumer helpline. Free advice on your rights on 0808 223 1133. Its advisers can pass your complaint to Trading Standards, which acts against unfair and unlawful trading.
The certification scheme. Replacement windows and doors are normally registered through a competent person scheme such as FENSA or CERTASS. If your installation was registered, contact that scheme to ask what help it offers, and check whether an insurance-backed guarantee came with the work.
Your card provider. If you paid by credit card for an item costing more than £100 and up to £30,000, Section 75 of the Consumer Credit Act 1974 may let you claim from the card company as well as the installer. Debit card payments may be recoverable through a chargeback request to your bank.
The courts. As a last resort, a claim for a smaller sum can go through the small claims track of the county court.