Complaints Procedure
If you need to make a complaint
The principle assigned to deal with complaints is:
Mr Damian Lyon
Energy Glazing Solutions LTD
Suite 3-12, St Albans house
St Albans Road
Stafford
ST16 3DP
Tel: 01785339444
Email: [email protected]
We strive to provide a first-class service to all our customers. However, there may be an occasion
when you are not happy with the service that you have received.
Step by step complaints procedure:
In the first instance, if you wish to complain about our services, please speak to a
member of staff who will try to sort things out for you directly, or will put you in touch
with someone who can help. You can contact us on any of the means identified at the
top of this document.
If you send your complaint by email or post, we will aim to send an initial
acknowledgement of receipt of a complaint within 10 working days and a full response
to complaints within 21 working days of receipt. If we cannot respond fully within 21
working days, we will keep you informed on the progress of our investigation.
We will try to put things right the first time, but if you are not satisfied with the way
your complaint is handled and wish to take the matter further see the next item.
If we cant agree a solution with you within eight weeks, we will:
Send a letter giving our reasons for the delay and an indication of when we
expect to provide a final decision OR;
Issue our final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final
decision letter, you may have the right to refer your complaint to the Financial
Ombudsman Service (FOS). Their contact details are below:
Please note: Only complaints relating to the sale of financial services should be
referred to FOS.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling from a mobile)
Email: [email protected]
Call:
01785 339444
Office:
Suite 3-12, St Albans House, St Albans Road, Stafford, ST16 3DP.
Email:
Energy Glazing Solutions Ltd is an Introducer Appointed Representative (Financial Services Register No. 997278) of Phoenix Financial
Consultants Limited (Phoenix). Phoenix is a credit broker, not a lender. Phoenix is authorised and regulated by the Financial Conduct Authority (FRN:539195),
and offers finance from its panel of lenders. All finance subject to status and credit checks
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