At Mike Martin Window Systems Ltd, we are committed to providing high-quality products and outstanding customer service. However, we recognise that sometimes things can go wrong. If you’re not completely satisfied with any aspect of our service, we encourage you to let us know. Your feedback gives us the opportunity to put things right and helps us continually improve.
Mike Martin Window Systems Ltd Complaints Policy and Procedure
At Mike Martin Window Systems, we are committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways we continue to improve is by listening and responding to our customers. If something goes wrong, we want to hear about it so we can put it right.
We always aim 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 satisfied with how your complaint was handled
Before raising a complaint
Sometimes the quickest way to resolve an issue is to check our Terms & Conditions or our FAQs on the website. Many common queries, such as product lead times, guarantees, or service requests, are covered there.
If you still need help, please contact our office team directly so we can try to resolve things quickly and informally.
How and where to complain
If you remain unhappy, please contact us straight away by phone, email or in writing (we recommend getting proof of posting if writing).
Contact details:
- Telephone: 01726 861737
- Email: info@mikemartinwindows.co.uk
- In writing:
Mike Martin Window Systems Ltd
Unit 2, Newquay Road Business Park
Newquay Road, St Columb Road
Cornwall, TR9 6RT
What happens next
- We will acknowledge and aim to respond to your complaint within 5 working days.
- Where necessary, we will arrange a convenient date to view the issue and, if needed, put it right within 28 days.
- If we cannot resolve your complaint and both parties agree that a ‘deadlock’ has been reached, you may escalate your complaint.
Independent Resolution Options
We have access to external resolution services for our domestic installation, service, repair, and maintenance contracts as part of our endorsements with Which? Trusted Traders and Independent Network (VEKA).
- For complaints relating to VEKA products, you can make use of Independent Network’s dispute resolution support by calling 0800 800080 or visiting www.inveka.co.uk.
- For all other complaints, you can contact Which? Trusted Traders on 029 2267 0040, who operate an Alternative Dispute Resolution (ADR) service and will confirm if you are eligible to use it.
Our aim is always to resolve complaints internally. We therefore encourage you to give us the opportunity to put things right before escalating to an external scheme. These services are there if you need them, but in most cases, issues can be resolved directly with our team.