First Class always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards First Class aims to achieve.
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 PERSON
Caerphilly Showroom
Nantgarw Road
Caerphilly
CF83 1BW
IN WRITING
Complaints Manager
First Class Windows, Doors & Conservatories
Nantgarw Road
Caerphilly
CF83 1BW
BY TELEPHONE
Tel: 0800 002 5995
9am to 5.00pm weekdays.
Complaints can also be submitted using our online form below – click to view.
Our complaints proedures
On receipt of your complaint First Class aims to respond within 5 days.
First Class will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event First Class is unable to resolve your complaint having exhausted our complaints procedure, it may be necessary to use another complaint service. Where First Class cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
First Class has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
You can make a complaint using this form
Simply complete the form below. Please ensure you supply all the details of your complaint so we can take action as soon as possible.