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This Policy

This policy explains how:
– you, the customers, can raise a complaint about our goods and services; and
– how we will deal with complaints.

We will always aim to provide high quality goods and services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

How to Make a Complaint
If you would like to make a complaint, you can do so via any of the following methods:

Online Contact Form
You can complain via the online contact form at:

You can complain via telephone on: 01787 827382

You can complain via email to:

You can complain via letter by sending this to:

Colne Valley Windows
Unit 20 Riverside Business Park
Station Road
Earls Colne


Please include the following information in your complaint:

– Your full name
– Your contact details (telephone and email)
– The fact that you are raising a complaint
– Any relevant dates and times which are relevant to your complaint
– The type of goods or services we have provided to you
– A key summary of the problem or problems you have experienced and why the goods or services were not satisfactory.

What to Expect
Complaints will be processed and looked at during our business hours which are:

Monday to Thursday: 08:00 – 17:00
Friday: 08:00 – 16:00

Complaints will be dealt with by our complaints manager: CHARLEY MORTON


We will acknowledge your complaint within 5 business days of our receipt of it.

Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.

A response to your complaint will ordinarily be provided to you via email.

Our complaints manager will ordinarily provide the full response within 14 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.

Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

– Provision of the services again
– Replacement goods
– A partial refund
– A full refund

We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.

If our complaints manager does not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).

Other Options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.

Our Regulator
Our goods and services are regulated by: FENSA

Details about our regulatory body can be found here:

You have the option of contacting our regulatory body in relation to a complaint about our required standards should you deem this appropriate.

Which? Trusted Trader
We have 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.

Legal Claims
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.

Our offices will be closed for the festive season from Wednesday 20th December 2023 to Tuesday 2nd January 2024. We wish you all a very Merry Christmas.