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Our Customer Charter

The minimum standards that you can expect from us

  • We will always carefully consider all enquiries from our customers with total confidentiality and do our best to deal with them in a reasonable way and within a reasonable time
  • Our staff will always identify themselves first
  • We will carefully consider customer’s requests and give priority to the most urgent
  • Our staff will offer advice clearly and simply
  • If we have agreed dates of visits, we will do all we can to make sure we meet them
  • If you write to us, we will acknowledge your correspondence
  • If we need to take action to sort out an issue, we will do our best to take this action within 14 days of receiving information about the issue
  • We will do our best to return all phone calls within 24 hours, where possible
  • We will do our best to deal with all complaints we receive from our customers as quickly as possible and in line with our procedure for handling complaints
  • We will consider all compensation requests fairly and sympathetically
  • We will monitor our complaints and quality management systems and review them regularly
  • If we have fallen below the standards set out in this charter, we will apologise