Complaints Procedure
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Complaints Procedure
The Complaints Procedure
At iGlass London, we take complaints seriously and work hard to satisfy our customers’ needs while resolving issues as soon as possible.
Our process explains how we handle complaints and what you can do if you’re not satisfied with the resolution of your complaint.
We would like to hear from you if you have any complaints. Your issue will be handled if you get in touch with us immediately by phone at 073877911055 or complete the form, either way, your concern will be addressed.
We will need the following information from you when you file a complaint with us:
- Your name and order number
- The cause of your grievance
- Information about anyone you've spoken with regarding your order or your complaint
The appropriate department manager (the sales manager, for example) and our general manager will be contacted regarding any complaints. Should the relevant management be unavailable, this will occur as soon as possible. Additionally, we’ll
- Accept the complaint as soon as possible
- Get in touch if you need clarification on any issues.
- Look into the complaint in detail
- Keeping you updated on our progress
- Talk through our results and suggested solution with you.
If we are unable to react right away, we will be in touch with you to update you on our progress. As soon as we get your complaint and no later than eight weeks, we will provide you with our final response.
Who is going to handle your complaint?
We will look into any concerns regarding our goods or services and address them.
If you used financing to pay for your purchase and you have a problem with your financing, including interest or charges or monthly repayments, you should speak with your lender immediately.
We will work with Deko and/or your lender to look into and address your issue if it relates to how we introduced you to the financing.
Examine
In order to determine the type and extent of your complaint as well as what transpired, we will collaborate with the appropriate department manager.
Staying in touch with you
Should we need more time to look into your complaint, we will send you an email to let you know.
Final response
Our final response will be sent out in no more than eight weeks. This will explicitly state our choice and the rationale behind it.
Concluding a complaint
Once we’ve sent you our last response, we’ll consider the complaint resolved. Our goal is always to create a solution that is just for everyone. This outcome does not affect your legal statutory rights.
If you're still not satisfied with our response
You have the following alternatives if you’re not satisfied with our final response to your complaint and how it was resolved:
- If the issue you have is with one of our goods or services
Please let us know what didn’t meet your expectations, and our general manager will look into other options for resolving your complaint.
- 073877911055
- info@iglass.london
- Unit 9B, Sterling Industrial Estate, Rainham Road South, Dagenham, Essex RM108TX
