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If something has gone wrong, tell us and a member of our team will pick it up and reply on the channel you used: email, phone, the site chat, a message, or in person at a branch. Tell us what happened and what you would like us to do. If we cannot settle it, we tell you so in writing, name an alternative dispute resolution provider that could deal with it, and say whether we will use it.
How do I raise a complaint?
Step 1: Choose how to contact us
Use our contact form, email or ring us, or speak to the counter at a branch. All of them reach a person.
Step 2: Say what happened
Tell us what went wrong, when, and which order it relates to if there is one.
Step 3: Say what you would like
A remake, a refund, a visit, an apology or an explanation. Knowing what you want helps us put it right faster.
Step 4: Add anything that helps
An order reference and photographs help but are not required to raise a complaint.
For broken, wrong or missing goods, the quickest route is the claim option on your order tracking page. See reporting damage in transit.
What happens next?
A member of our team picks up your complaint and replies. It is not an automated acknowledgement with a ticket number: it is a person who takes it on. Claims are tracked, and one that has not been picked up is escalated internally, so a complaint does not go cold because someone was away that week.
Where a complaint needs more digging, such as a supplier question, a batch of glass or a fitting issue, we tell you what we are doing and when you will hear back, and then we come back to you.
If a remake is the answer, it is opened as a job in the workshop straight away. If a refund is the answer, you get a credit note as the record of it.
What if we cannot resolve it?
You still have options:
- Alternative dispute resolution. We are not currently a member of an ADR scheme, and we are not obliged to use one. If we cannot settle your complaint, we tell you so in writing, give you the name and website of an ADR provider that could deal with it, and say whether we will use it.
- Citizens Advice. The Citizens Advice consumer service gives free, independent advice on your consumer rights and can refer a matter to Trading Standards. See consumer rights on GOV.UK.
- Your card provider. If you paid by card, your card provider may be able to help.
- The courts. You keep the right to take a dispute to court. Our terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in your own country's courts.
Complaints about how we handle your personal data can also go to the Information Commissioner's Office. Read your data and messages.
Where to go next
- Our complaints policy: complaints
- Faulty glass and remakes
- Bespoke glass and your rights
- Reporting damage in transit
Questions we get asked
Do I need an order reference to complain?
No. It helps us find the order quickly, but you can raise a complaint without one.
Can I complain about a fitter from your directory?
Tell us. The fitting contract is between you and the fitter, but we want to know, and the glass and hardware you bought from us are still covered by your rights against us.
Are you part of an ADR scheme?
Not at the moment. If we cannot settle your complaint, we name an ADR provider in writing and say whether we will use it.
Can I complain about an accessibility problem?
Yes. Tell us what did not work for you, and use this process if you are unhappy with how we handled it.
Contact the team with your order reference and the step you need help with, or search all help topics.