Ombudsman Services

The Ombudsman services considers complaints about traders that belong to the Which? Trusted Traders scheme.

At the heart of Which? Trusted Traders is an endorsement scheme to recognise reputable and trustworthy traders who successfully pass an assessment process.

Clyde Windows & Construction Ltd is a Which? Trusted trader and have signed up to a self-regulatory Code of Conduct and a complaints policy to use when dealing with complaints from customers. This means that if you have an unresolved complaint about a Clyde Windows & Construction Ltd you can ask the ombudsman to look at it.

Before you can access the ombudsman service you must contact us and tell us that you are unhappy then allow us to try to resolve any problems.

You can check that we are a trader registered with the Which? Trusted Trader scheme here www.whichtraders.co.uk

*Clyde windows & Construction Ltd have our own complaints processes, which you must follow, before contacting the  Ombudsman this can be found here

There are some rules about when the ombudsman can help

Before the ombudsman will formally accept your complaint you must:

• - register an official complaint with Clyde Windows & Construction and give at least eight weeks to resolve it; or
• - have received a deadlock letter* from Clyde Windows & Construction.

If you have accepted a proposal from Clyde Windows & Construction Ltd but it has not been implemented within eight weeks, the ombudsman may still be able to investigate.

There is a deadline for taking a complaint to the ombudsman

You must take your complaint to the ombudsman within eight months of your first complaint to us.

When to complain

You must tell Clyde Windows & Constructions Ltd. about the problem within 12 months of knowing about it.

Once you have complained to us we will acknowledge your complaint within 7 days and offer a course of action within 28 days.

If we have been unable to reach a resolution and more than eight weeks have passed since you first complained, you can ask the ombudsman to look at your complaint.

The ombudsman can look at complaints outside these timeframes if Clyde Windows & Construction send you a *deadlock letter.

You must then take the complaint to the ombudsman within six months of the date of this letter. 

*A deadlock letter is an official letter to you confirming that it has not been possible to resolve the complaint and you have not already accepted a final settlement or resolution in relation to the complaint.

Telling the ombudsman about your complaint

If you would prefer someone else to handle your complaint for you, the ombudsman can make arrangements with you to do this.

What the ombudsman can deal with

The ombudsman can deal with complaints where:

• - The trader is an endorsed Which? Trusted trader
• - The action or actions causing your complaint took place after 1 October 2013

What the ombudsman cannot deal with

The ombudsman cannot accept a complaint if:

• - You have not complained within the timeframes set out above in ‘When to complain’
• - The complaint appears to be frivolous or vexatious.
• - The complaint has no reasonable prospect of success, recovery or redress.
• - The complaint has been or is subject to court proceedings, arbitration, or other independent procedure for the resolution of the complaint or dispute (unless there is proof that the aforementioned process has been abandoned, stayed or suspended).
• - The complaint was previously handled, unless significant evidence has come to the attention of the Ombudsman Services that may have an impact on the previously reached decision.

Ombudsman Services’ discretion

Ombudsman Services has absolute discretion to decide whether a complaint is within its terms of reference.

Make a complaint

IMPORTANT: You must first complete the Clyde Windows & Construction complaints procedure before you can complain to the ombudsman service.

To make a complaint about a Which? Trusted Trader please call 0203 4265189 or complete an online complaint form (click here).

Which? Trusted Traders
Ombudsman Services
PO Box 1249
Warrington
WA4 9QQ

Resolutions

It is not the role of the Ombudsman to punish traders when deciding what solution to provide. Our awards will be proportionate and will take into account all of the facts in the complaint.

How might things be put right?

If the ombudsman decide to make an award, and you accept it, the trader must take the action required. This might include:

• - a service or a practical action,
• - an apology;
• - an explanation of what has happened; or
• - a financial award

If a financial award is needed, this will be an amount the ombudsman consider appropriate to the individual complaint.