Joedan complaints procedures
We hope that you never need our complaints procedure. That’s our very clear objective for every Joedan customer.
However, in the unlikely event you feel the need to complain about anything at all, it’s important that we make provision for the unthinkable and create a complaints procedure that’s clear, fair and timely.
Although extremely rare, complaints about our business are taken very seriously indeed. We treat them not as distractions or inconveniences, but as opportunities to improve and make things better.
That’s why, if you’re not happy with anything at all about our products or service, we really do want to know about it.
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.
Complaints by post should be addressed to our Head Office at:
Customer Services
Joedan Windows & Doors
Unit 3 Joedan Park
Northway Gate
Ashchurch, Tewkesbury
Gloucestershire
GL20 8JP
Complaints can be made in person should you feel you would like to see someone face to face. This can be either at your own home, or you are welcome to make an appointment to come into your local office and see somebody there.
To arrange a convenient date and time to meet, please contact our main reception in the first instance on 01684 274000 and explain the nature of your complaint. They will then be able to direct you to the correct person to organise a meeting with.
Complaints by telephone: 01684 274000
Complaints via email should be made using: enquiries@joedan.co.uk
Complaints via our website can be made using the form on this page.
How it all works from there
Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out the right course of action. Where this is the case, here’s how things will work:
Acknowledgement
We’ll acknowledge your complaint, either by email or letter. We’ll tell you the reason why we couldn’t resolve it straight away and who is in charge of dealing with your complaint.
Decision
We aim to decide on how to proceed regarding your complaint within a fortnight of it being made. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date. Decisions will always be confirmed in writing to you.
Action
Where we agree that further action is required on behalf of Joedan for the complaint to be resolved, we’ll aim to complete this work within six weeks of the (original) issue being raised. We will always inform you if there is going to be a delay beyond this date.
Referral
If we can’t reach a mutual agreement, and when appropriate to do so, we’ll provide you with the necessary information for the Glass and Glazing Federation. This is always a last resort and clearly, we hope things never reach this stage.
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.
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