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EE Glazing strive to provide a first-class service to all our customers. If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, if we may not have got things right the first time, we will be keen to hear from you and try to resolve any concerns promptly.


How to complain
We would like you to tell us what went wrong so we can put matters right as quickly as possible.

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



In Writing You can write to us and address your letter to:
Customer Complaints Department, EE Glazing Ltd, Unit 16, 
Peregrine Road, Hainault Business Park, 
Essex, IG6 3XJ



By Telephone You can call and speak with us on 08081753665 during our office hours. 
Please ask to speak with the Customer Complaints Department.


By Email You can email us the details of your complaint along with your contract reference to customercomplaints@eeglazing.co.uk
 
It is important to provide us with the following information in relation to your complaint.
o Your Name, Address and contact telephone number
o Your contract reference number
o Any applicable photographs in relation to your complaint

What to expect
We aim to carry out a thorough and impartial investigation to all complaints in order to resolve them straightaway, but if we can’t, we will keep you informed of our progress. If at any time you would like further update on the progress of an investigation, please call us on 0808 175 3665 and ask to speak to the person handling your complaint.
 
Our Process
We will confirm receipt of all complaints by either post, email, text message or telephone (depending on our customers choice of communication).
Please be aware that if the complaint you are making is on behalf of an EE Glazing Customer, the customers consent must be obtained in advance for us to be able to deal with any third party.

We will respond to all complaints within 3 working days to confirm receipt and aim to resolve all complaints within a maximum of 8 weeks from receipt.
If the complaint is not able to be resolved straight away, we will always aim to keep you informed of what is happening to get the matter resolved, for example we may need to arrange an engineer to visit, or a replacement product may need to be ordered.

We will keep you informed of our progress and ensure all relevant follow up actions are taken.
We will reply, detailing if we accept the complaint and where appropriate, the necessary action required/taken to resolve, or alternatively, reject the complaint with full explanation/reason for doing so.

When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the person handling your complaint know so we can see if there is anything further, we can do.
If we cannot reach an agreement and your complaint is relating to financial services (purchase made using finance option)

Our aim is to resolve all complaints. However, if you are not satisfied after receiving our final decision letter, or if eight weeks have passed, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). 

Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS. 

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
 
EE Glazing Limited – Complaints Process – Last updated 27th February 2025