At Gold Oak Windows, we take customer satisfaction seriously. We strive to provide high-quality products and services, but we understand that sometimes things can go wrong. We want to make it as easy as possible for you to let us know if you are unhappy with any aspect of our service.

You can raise a complaint in a number of ways:

• By telephone: 01902 259706
• By mobile: 07874 810219
• By email: ian.palmer@goldoakwindows.co.uk
• By letter: Gold Oak Windows, 21 Stanton Avenue, Woodsetton, Dudley, DY1 3RR

When you contact us, we will log your details and ensure the appropriate person deals with your complaint promptly and fairly.

Our Complaints Procedure

We aim to resolve complaints efficiently and with minimum inconvenience to you. Our process is as follows:

Step 1: Logging Your Complaint

Once we receive your complaint, we will log the details and forward them to the relevant person within our team.

Step 2: Acknowledgement

We will respond to your complaint within three working days to confirm that we have received it and to inform you of the actions being taken to address the issue.

Step 3: Resolution

We aim to resolve all complaints within 10 working days. If this is not possible, we will keep you updated on our progress and provide an estimated timeframe for resolution.

Step 4: Appeal

If you are not satisfied with the outcome of your complaint, you may wish to appeal the decision we have taken.

Step 5: Final Review

The business owner, Ian Palmer, will review your appeal and take the most appropriate course of action to ensure a fair resolution.

Appeal Process

If you are not satisfied with the result of our investigation into your complaint, you can request a further review by the business owner. To do this, please follow the steps below:

1. Write to Ian Palmer at the address provided, stating your intention to appeal.
2. Include the grounds for your appeal, explaining why you believe the original decision was incorrect.
3. Ensure your appeal is submitted within 28 calendar days of receiving our response to your initial complaint.

We value your feedback and take all complaints seriously. Your comments help us improve our services and ensure that we continue to meet your expectations.