COMPLAINTS PROCEDURES

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

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.

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

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

IN WRITING

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

BY TELEPHONE

Tel: 01904 690881

Complaints can also be submitted using our online form which appears at the bottom of this page.

The complaints handling procedure:

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

If we cannot reach agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to:

Replacement products that do not meet building standards.

FENSA ensures compliance to Building Regulations for like for like replacement windows and doors with at least 50% glass at time of installation and are complete and registered as compliant.  The contact details are complaints@fensa.org.uk

New products or service.

Conservatories, porches, new build properties, new extensions, soffits & guttering, customer care, quality, product, compensation, guarantees, contractual and financial issues are the concern of The Glazing Arbitration Scheme (TGAS).  If your grievance falls into any of these categories you should email tgas@fensa.org.uk and your case will be assessed.

The Glazing Arbitration Scheme (TGAS) is an independent ADR (alternative dispute resolution) scheme, which is the primary ADR scheme for the Glass & Glazing industry, plus other glazing related and home improvement products. TGAS is operated by a Chartered Trading Standards Institute certified ADR body, the Centre for Effective Dispute Resolution (CEDR) and can be used as an alternative to the small claims court if claiming some kind of financial recompense (ie If your case is within the remit of TGAS, you will be sent the joint application forms.

Information on ADR, TGAS AND CEDR is available at www.tgas.org.uk

Our Credit brokerage service. 

Our aim is to resolve all credit brokerage related complaints internally, so we will:

  • Send an 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.

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

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.

Your details
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Speak to our Customer Services Team on 01904 690881.

Our friendly team will be pleased to help with any questions you may have.