In the unlikely event that you wish to make a complaint against us, here is our complaints policy:

COMPLAINTS PROCEDURE

Our commitment to you

At M&M Windows every customer is important to us, and we believe you have the right to a fair, swift and courteous service at all times. Complaints should preferably be put in writing via email or letter although verbal ones will be accepted.

M&M Windows Complaints Procedure
1) We will acknowledge your complaint promptly within 5 working days of receipt.

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

3) We will then endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response or you are dissatisfied with the final response you have received (at any stage of the process), then you have two options, dependant on the nature of your complaint.

If your complaint concerns the cost of works or anything relating to finance you can write to:

Financial Ombudsman Service (FOS)

Exchange Tower

London

E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

If your complaint concerns the quality of the product of workmanship then you can write to:

Veka plc

Rossendale Road Industrial Estate

Burnley

BB11 5DA

M&M Windows Ltd is authorised and regulated by the Financial Conduct Authority. (FRN 804879) We are a credit broker not a lender and have a facility with one lender.

M&M Windows is a trading name of M&M Windows Ltd