Direct Glazing – Complaints & Procedure Policy

​

At Direct Glazing, customer satisfaction is our top priority. We understand that occasionally, issues may arise, and we are committed to resolving any concerns quickly, fairly, and efficiently. This policy explains how we handle complaints so that you can be assured of the best possible service.

​

​

1. How to Get in Touch

If you have a problem or concern, we want to hear from you. You can contact us in the following ways:

• Phone: Call our team on 01344 625 733 during our business hours.

• Email: Send a detailed description of your issue to info@directglazing.co.uk. Please include your order number, contact details, and any relevant photographs or supporting documents.

• Contact Form: Visit our website at www.directglazing.co.uk and complete our contact form, providing full details of your complaint.

• In Person: Visit us at 7A Queens Road, Sunninghill, Ascot, Berkshire, SL5 9AF during our operating hours, where we will be happy to assist you directly.

​

2. What Happens Next?

Once we receive your complaint, we will:

1. Acknowledge Receipt: We will confirm we have received your complaint within 24 hours (business days), letting you know that we are reviewing it.

2. Investigation: Our customer service team will investigate your concern thoroughly, which may involve contacting relevant departments, suppliers, or installers. We aim to resolve most issues within 5–7 business days.

3. Resolution: We will provide a clear and fair outcome — whether that is a replacement, repair, refund, or another appropriate action. You will be kept informed throughout the process.

​

3. Escalating Your Complaint

If you feel your complaint has not been resolved to your satisfaction, you can escalate the matter by requesting a Manager Review. This can be requested via any of the contact methods listed above.

​

4. Our Commitment

At Direct Glazing, we are committed to:

• Handling all complaints fairly and transparently.

• Keeping you updated at every stage of the process.

• Using feedback to improve our services for the future.

We appreciate your patience and understanding, and we value the opportunity to resolve any concerns you may have.

​

Last Updated: 09/08/2025