As a company we strive to provide the best possible service throughout the customer journey but things can go wrong, when they do we would like to hear about them. We will do everything that we can to put things right.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without any further delay
  • Make sure you are satisfied with how your complaint was handled

How to complain

If you are not satisfied with any aspect of our product/installation service you can tell us about your complaint in the following ways:

In writing to:

182 Earlsway, Team Valley Trading Estate
NE11 0RQ

Please address your letter to The Complaints Department

By Telephone:

0191 9175616

By email:

How long will it take?

We will endeavour to resolve your complaint straight away but if we can't we will write to you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • The steps we are taking to progress your complaint
  • When and who will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you updated on a regular basis but if you need an update please call us on the number above and ask to speak to the Complaints Department who will be more than happy to assist you.

If we cannot reach agreement with you

If we can't agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision


Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 0234567


Further helpful information can be obtained from visiting their web site at: