We hope that you never need our complaints procedure. That’s our very clear objective with every Mitchell Glass customer.
But of course, it’s important that we make provision for the unthinkable and create a complaints procedure that’s clear, fair and timely.
Complaints are exceptionally important to us, we treat them not as distractions or inconveniences, but as opportunities to learn and to make things better.
That’s why, if you’re not happy with anything at all about our products or service, we really do want to know about it.
How to make a complaint
If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.
IN WRITING
Lynn Turner, General Manager
Mitchell Glass
Currie Road
Galashiels
Scotland TD1 2BP
IN PERSON
Galashiels showroom – Appointment Only.
Mitchell Glass
Currie Road
Galashiels
Scotland TD1 2BP
BY TELEPHONE
Call Lynn Turner, General Manager on 0800 220 415
How it all works from there
Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out so we can work out the right course of action.
Where this is the case, here’s how things will work:
Acknowledgement
We’ll acknowledge your complaint within 5 working days, either by email or by letter. We’ll tell you the reason why we couldn’t resolve it straight away, who is in charge of dealing with your complaint (your case manager) and how to contact them if you need to.
Complaint Investigation
As we investigate your complaint, we’ll update you every week regarding progress and the next step in the process. Even if there’s nothing further to report, you’ll have the peace of mind that we’re on top of it.
Decision
We’ll aim to reach a decision regarding how to proceed regarding your complaint within 2 weeks of it being made. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date. Decisions are always confirmed in writing to you.
Action
We’ll aim to resolve your complaint within 8 weeks of it being made as an absolute maximum. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.
They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
When we cannot reach an agreement
Where we can’t reach an agreement together, when appropriate we’ll provide you with the relevant information for the GGF or the Financial Ombudsman Service – whichever organisation is most relevant. This is a last resort though and clearly we hope that things never reach this stage.
The Glass & Glazing Federation
If your complaint relates to products that have not been purchased through our credit brokerage services then you would be entitled to complain to the Glass and Glazing Federation (GGF) at the following address:
The Glass and Glazing Federation
44-48 Borough High Street
London SE1 1XB
Telephone: 0870 042 4255
Email: info@ggf.org.uk
Financial Ombudsman Service
The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:
- Where you are unhappy with the final decision made by Mitchell Glass regarding your complaint
- Where eight weeks have passed since the complaint was made, without you having received a final decision from Mitchell Glass
Should you wish to proceed with this course of action, the contact details you need are:
The Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.
It’s important to note that if you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final decision letter.
IF YOU NEED ANYTHING FURTHER
If you have any further queries regarding our complaints procedure then please contact using the form below.