Complaints & Dispute Resolution

Last updated: 1 July 2026

At Clearglaze Midlands Ltd, we aim to provide a high-quality, professional and reliable service. However, if something has gone wrong or you are unhappy with any aspect of our products, installation, service or communication, we want to know so that we can investigate and work towards a fair resolution.

This policy explains how to raise a complaint, what information to provide, how we will respond, and what options may be available if the matter cannot be resolved directly.

This policy should be read alongside our:

• Terms & Conditions

• Warranty Policy

• Customer Statutory Rights page

• Quotation

• Order confirmation

• Any manufacturer-backed guarantee documents provided to you

Nothing in this policy affects your statutory rights.

1. Contact us first

If you have a concern, please contact Clearglaze Midlands Ltd as soon as possible.

We ask that customers give us a reasonable opportunity to review and resolve the issue before arranging third-party repairs, replacement work or further action.

Where the issue relates to installation workmanship, product performance, warranty cover or possible damage, we may need to inspect the installation before confirming the appropriate next steps.

2. What to include

To help us investigate your complaint properly, please provide as much relevant information as possible.

Please include:

• Your full name

• Your contact details

• The installation address

• The approximate installation date

• Your quotation, invoice, order confirmation or warranty reference, where available

• A clear description of the issue

• When the issue was first noticed

• Photographs or videos showing the problem, where helpful

• Any relevant documents, correspondence or manufacturer guarantee information

• Your preferred outcome or resolution, where you have one

Providing clear information at the start helps us review the issue more quickly and fairly.

3. How to contact us

You can raise a complaint using the following contact details:

Clearglaze Midlands Ltd
16 Tewkesbury Dr, Kimberley, Nottingham, NG16 2QG
Email: info@clearglazemidlands.co.uk
Telephone: (+44) 7896 293261

Where possible, we recommend raising complaints in writing by email so that both parties have a clear record of the issue and any agreed next steps.

4. Response times

We aim to:

• Acknowledge complaints within 2 working days

• Review the information provided and request any further details if needed

• Provide a substantive response within 14 days, where possible

Some complaints may take longer to investigate, particularly where:

• A site inspection is required

• Supplier or manufacturer input is needed

• The issue relates to a manufacturer-backed guarantee

• Specialist parts or technical advice are required

• The complaint involves complex installation, structural or property-related factors

If more time is needed, we will aim to keep you informed of progress.

5. Site inspections

Where a complaint relates to an installed product, possible workmanship issue, water ingress, product failure, adjustment issue or warranty claim, we may need to arrange a site inspection.

The purpose of an inspection is to understand:

• The nature of the issue

• Whether the issue relates to product failure, installation workmanship, maintenance, property conditions or external factors

• Whether the issue is covered by our Warranty Policy

• Whether a manufacturer-backed guarantee may apply

• What remedial action, if any, is appropriate

Where the issue is found to be covered under warranty or caused by our workmanship, we will take reasonable steps to put the issue right.

Where the issue is found to be outside warranty, caused by lack of maintenance, accidental damage, third-party alteration, property movement, condensation, ventilation issues or circumstances outside our control, a charge may apply for inspection, parts, labour or remedial work.

6. How we aim to resolve complaints

Depending on the circumstances, a resolution may include:

• Explanation or clarification

• Further inspection

• Adjustment or repair

• Replacement of a defective component

• Remedial installation work

• Liaison with a manufacturer or supplier

• Referral to manufacturer-backed guarantee processes

• Partial refund or price adjustment where appropriate

• Confirmation that the issue falls outside our responsibility, with reasons

We will consider each complaint fairly based on the contract, quotation, installation details, warranty terms, manufacturer guarantee terms, evidence provided and applicable consumer rights.

7. Warranty and manufacturer-backed guarantee complaints

If your complaint relates to a possible warranty issue, please also refer to our Warranty Policy.

Some products, parts, glass units, hardware or components may be covered by separate manufacturer-backed guarantees. Where this applies, the manufacturer’s own terms, exclusions, evidence requirements and claim process may apply.

Clearglaze Midlands Ltd may assist with manufacturer-backed guarantee claims where reasonable and practical, but the final decision may rest with the relevant manufacturer or supplier.

8. CERTASS-related matters

Clearglaze Midlands Ltd is CERTASS registered.

Where applicable, qualifying replacement window and door installations will be registered through CERTASS under the relevant Competent Person Scheme, and a Building Regulations Compliance Certificate will be arranged following completion and registration of the installation.

If your concern relates to certification, registration or building compliance documentation, please contact us first so we can review the matter and assist where appropriate.

9. Alternative Dispute Resolution

If we are unable to resolve your complaint directly, you may be able to seek assistance from an appropriate Alternative Dispute Resolution (ADR) provider or relevant consumer support organisation.

You may also wish to contact Citizens Advice for information about your legal rights and available options.

We will consider reasonable requests to use ADR where appropriate to the nature of the dispute.

10. Your statutory rights

Nothing in this Complaints & Dispute Resolution Policy affects your statutory rights.

Under the Consumer Rights Act 2015:

• Goods must be as described, of satisfactory quality and fit for purpose

• Services must be carried out with reasonable care and skill

If goods or services do not meet these standards, you may be entitled to a remedy depending on the circumstances.

Please refer to our Customer Statutory Rights page for a plain-language summary.

11. Contact

If you need to raise a complaint or discuss a concern, please contact:

Clearglaze Midlands Ltd
16 Tewkesbury Dr, Kimberley, Nottingham, NG16 2QG
Email: info@clearglazemidlands.co.uk
Telephone: (+44) 7896 293261

Statutory rights summary: your legal rights are not affected by this policy, our Terms & Conditions, Warranty Policy or any manufacturer-backed guarantees.