Our aim here at Orion Windows is to always provide a high quality and efficient service for all our customers and we recognise that things can unfortunately go wrong occasionally.

We take any complaints and concerns that we receive very seriously and aim to resolve them efficiently and speedily, the sooner you bring any concerns to our attention the sooner we will resolve them.

Orion Windows will always comply fully with the terms and conditions of our contractual agreement and guarantee as we appreciate and value all our customers.

On receipt of your complaint, whether received by telephone, letter, email or fax, it will be investigated by our Customer Services Department and allocated to the most appropriate department/ person to address and resolve the issue.

The complaints handling procedure:

Our contact number is 0800 318 140 and is available to take your calls from 10am to 5pm weekdays.

We feel that keeping our customers informed is vital we will do this through each stage of the rectification process.

Action we will take:

• Acknowledge your complaint promptly.
• Advise you clearly who is investigating your complaint and provide you with a contact name and telephone number.
• Carry out a thorough investigation into the matters you have raised and implement the appropriate action.
• Ensure that all correspondence and communication is clear.
• Maintain contact until all rectification / remedial works are complete.
• We will enter the details of each contact on our database so that whoever may take your call will be aware of the situation and will be able to handle your calls efficiently

Contact Details:

Orion Windows Limited
Audax Road
Clifton Moor Industrial Estate
York, North Yorkshire
YO30 4US

Telephone 0800 318 140

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 or email 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 
  

Or

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

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

Financial Ombudsman Service
Exchange Tower, London, E14 9SR

Telephone: 0800 0234567

complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their website at: www.financial-ombudsman.org.uk

Orion Windows Limited is authorised and regulated by the Financial Conduct Authourity. We act as the credit broker and not the lender. We are not paid any commissions by the lenders.

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