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Complaints Procedure

We are committed to providing the highest quality products and services to all our customers; however, we realise that occasionally things can go wrong.

If you're unhappy with something, then in the first instance we'd ask you to raise the issue with our on-site fitters or the customer representative that has been dealing with you to this point. This is usually the quickest and easiest way to notify us of an issue and get things resolved.

If you have done this and remain unhappy with an element of our product or service, you can raise a formal complaint with our customer services team, available Monday - Thursday 9am - 5pm and Friday 8am - 2.30pm.

Call Us:
0800 090 3849
Write to Us:
Urban Windows, Doors & Conservatories
Incomol Business Park
Derby Road
Clay Cross
S45 9AG

Your obligations when making a complaint

  • All issues should be notified to us within 5 days of discovery.
  • When making a complaint please remain courteous & respectful to our staff that are dealing with the issue.
  • You will engage in the complaint process and assist in resolution by providing any additional information that may be required.
  • You will provide reasonable access to your property, if an inspection or remedial work is required.

However you choose to contact us we will:

  • Acknowledge your complaint, usually within 72 hours.
  • Inform you who will be responsible for handling your complaint, and provide you their contact details.
  • Treat your concerns sensitively and deal with them fairly.
  • Carry out a full and impartial investigation.
  • Do everything we can to resolve things as quickly as possible.
  • Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this isn’t possible

If you remain unhappy following our investigation

In the unlikely event that you remain unhappy following our investigation and any works we have undertaken to resolve the issue, you can ask for your complaint to be escalated to our Group Managing Director, Patrick Dawson.

This course of action should only be taken once our full investigation has taken place and we have provided you with our written response.

When asking for your complaint to be escalated, please clearly set out the reasons you remain unhappy and provide any additional information that you believe will be helpful to us in resolving your complaint.

Our Group Managing Director will then consider these details, along with the records and actions taken to date to resolve the complaint, to provide you with a final response within 28 days.

If you remain unhappy having followed all stages of our interal complaints procedure

If you are still dissatisfied having followed all the stages of our internal complaints procedure, you may apply to the Competent Person Scheme below with who we are a member. They will carry out an independent investigation of your complaint. Please write to the following address or use the telephone, fax or email details below;

Competent Person Scheme Details:

Certass Ltd
PO Box 26332
Ayr, KA7 9BJ

0191 2496434

Actions we may take where we find that a complaint is justified

Where a complaint is upheld, we will take appropriate action to resolve the issue as quickly as possible. This may include (but is not limited to):

An Apology

If we, or a member of our team, has made a mistake we take responsibility for our actions and offer a full apology and explanation.

A Service Call

If you have complained about the quality or operation of one of our products, we will arrange a service call to inspect the issue and provide adjustments or repairs as necessary.

Replacing a Faulty Product

If, following an inspection or service call, it is clear that you have a valid complaint about the quality of a product which cannot be repaired we will order and install a replacement to resolve the complaint.

Disciplinary Action

Where a valid complaint relates to serious misconduct on the part of an employee, or employees, is will be dealt with in line with our normal disciplinary procedures.

If we do take disciplinary action, the details of the action will stay confidential and will not be communicated to you.


Compensation is normally only be offered where you have suffered an actual and provable loss as a result of the issue. If you believe you are entitled to compensation we will ask you to provide further information, such as evidence of the loss, in order to assess your claim.