Complaint Procedure
At Monmouthshire Windows, every customer is important to us. If you have a complaint, we want to know as soon as possible to help us put things right promptly.
Contact us with your details and a description of your problem. We are available during the hours of 8.30 am and 4.30 pm Monday to Friday.
Call Us: 01291 63 00 63
Email Us: info@monwindows.co.uk or email our General Manager: caroline.williams@evaframe.co.uk
Write to Us:
The Monmouthshire Window Company
c/o Evaframe
Unit 2 Leeway Industrial Estate
Newport
NP19 4SL
However, you contact us, we will:
- Acknowledge your complaint via email, telephone or reply in writing
- Tell you who will be responsible for investigating your query along with their contact details
- Do everything we can to resolve things as quickly as possible
- Endeavour to respond within five working days of receiving the complaint
- Carry out a thorough and impartial investigation within four weeks of the initial complaint
- Keep you regularly informed throughout the process
- Provide a final written response within eight weeks or explain why this isn’t possible
If you are not satisfied with the outcome of our investigation, you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service exists to help resolve certain complaints when we haven’t been able to resolve your complaint to your satisfaction. The scheme is entirely free to use. You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also investigate your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.
You can contact the Financial Ombudsman Service:
In Writing:
The Financial Ombudsman Service
Exchange Tower
LONDON
E14 9SR
By Telephone: 0800 023 45 67
By email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Our Raglan Showroom
If you live in or around Monmouthshire in Chepstow, Caldicot, Monmouth, Abergavenny and the surrounding villages, then why not come visit our showroom at Raglan Garden Centre.
Our Raglan showroom is the perfect place to get inspiration for your property’s next home improvements, regardless of what you’re looking for. Whether you’re interested in making your home more energy efficient with A-rated double-glazed windows or want to extend your house with one of our spacious conservatories, we’re sure to have what you’re after.
If you’re interested in seeing a selection of our products up close, or you have something specific in mind, the friendly, knowledgeable team at The Monmouthshire Window Company are more than happy to help.
At Raglan, the Garden Centre is open from Monday – Sunday 9.30 am – 5 pm and you are able to walk around the showroom at these times. However, the showroom itself is currently unmanned. If you would like to meet a representative on-site to discuss your requirements, please call us on 01291 630063 to book an appointment.
Alternatively, visit our Caldicot Showroom – open Monday to Friday 8.30 am – 4.00 pm.
Get directions