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TrustedGlazing
Check my postcode

Complaints

Last updated 2026-10-10

Draft, pending legal review

This wording has not yet been reviewed by a solicitor. It is published so the site is not operating with nothing in place, and it will be replaced before we accept enquiries at scale. If you need to rely on any of it in the meantime, email us and we will confirm the position in writing.

Complaining about us

If the introduction itself went wrong, if your details went somewhere they should not have, or if anything on this site misled you, email hello@trustedglazing.co.uk with what happened and your postcode.

We will acknowledge within two working days and give you a substantive answer within fifteen. If it is going to take longer we will tell you why and when to expect it.

Complaining about an installer

Your contract is with the installer, so their complaints process comes first and they are the ones who can put the work right. Raise it with them in writing and keep a copy.

Tell us as well. We cannot resolve a dispute we are not party to, but we do act on what we hear: an installer who generates complaints stops receiving enquiries from us.

If the installer will not resolve it

  • Their competent person scheme. FENSA, CERTASS and Assure all operate complaints procedures for work registered with them, and some offer dispute resolution.
  • Their insurance-backed guarantee provider, if the installer has ceased trading.
  • Your card provider. If you paid any part by credit card, Section 75 of the Consumer Credit Act may make them jointly liable. Chargeback may apply on a debit card.
  • Citizens Advice for guidance on your consumer rights, and Trading Standards where there may be a breach of consumer protection law.

Complaining about how we handled your data

Email us first. If you are not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk, and you do not need our permission to do so.

What we are not

We are an introducer, not a trade association, an ombudsman or a regulator. We cannot order an installer to do anything, and we will not pretend otherwise. What we can do is stop sending them work, and tell you honestly what we found.