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.
IN PERSON
Swindon Showroom
TWC Home Improvements
Athena Avenue
Elgin Industrial Estate
Swindon
Wiltshire SN2 8EJ
IN WRITING
Complaints Department
TWC Home Improvements
Athena Avenue
Elgin Industrial Estate
Swindon
Wiltshire SN2 8EJ
BY TELEPHONE
Tel: 01793 781413
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 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
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
TWC Frames 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.
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.
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.
