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How we deal with enquiries and complaints

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

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 and where to complain:

If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:

  • In Person - The Foundry London Road Kings Worthy Hampshire SO23 7QA
  • In Writing -  Write to us at the above address, letter addressed to The Complaints Department
  • By Telephone – 01962 884422

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 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 

You are entitled to complain to the Glass and Glazing Federation (GGF) at the following address:

The Glass and Glazing Federation
44-48 Borough High Street
London SE1 1XB

Telephone: 0870 042 4255
Email: info@ggf.org.uk


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© 2020 Joedan Manufacturing (U.K.) Limited.

Wessex Home Improvements is part of The Joedan Group of Companies trading as Joedan Manufacturing (U.K.) Limited, Athenia House, 10-14 Andover Road, Winchester, Hampshire SO23 7BS. Company Number: 01923313