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

We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Make sure you are happy with how your complaint was handled.

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.


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


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


Tel: 01904 690881

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

How long will it take?

We will aim to resolve your complaint straight away but if we can’t, we will contact you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again.

We will usually resolve your complaint quickly but if it’s complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

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

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 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

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

Further helpful information can be obtained from visiting their website at:

Unity Home Improvements Network Limited FRN: 979546 trading as Orion Windows is an appointed representative of Clearview Home Improvements Limited FRN: 722754. 5 Peregrine Place, Leyland, Lancashire, PR25 3EY, United Kingdom. Authorised and regulated by the Financial Conduct Authority for credit broking and is not a lender. We are not paid any commissions by the lenders.

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.


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.