First Home Improvements customer services
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Customer Complaints Policy

Aim of Policy

First Home Improvements aims to provide a first-class service to its Customers.

However, on rare occasions and despite its best efforts to avoid this, things may go wrong for the company which may result in its customers wishing to make a complaint about any shortcomings in our products or service provided.

Policy Requirements

It is the policy of First Home Improvements to welcome all feedback from its customers relating to the quality of the services it provides. The company will use all information gained from customer complaints to make positive improvements to better respond to the needs and expectations of all its customers.

All company employees and agents are therefore required to follow the attached Customer Complaints Procedure and Customer Complaints Process documents to satisfy the requirements of this policy.

Management Controls & Review of Policy

Day to day management of the customer complaints policy and, its associated procedure and process documents are the responsibility of the Head of Compliance, but the Company Directors are ultimately accountable for ensuring the requirements of this policy being met.

The Complaints process will be subject to periodic monitoring and review by those mentioned above.

Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

– Make it easy for you to tell us what went wrong
– Give your complaint the attention it deserves
– Resolve your complaint fairly and without delay
– Make sure you are satisfied with how your complaint was handled

How and where to complain

If you are not satisfied with any aspect of our/product service you, please contact our Customer Services Team about your complaint in writing and address it us in the following ways:

By Post to this address:-

Customer Contact Centre
First Home Improvements (England) Ltd
Station Road
NR9 5L

Send Email to:-

Telephone Assistance

If you wish to make a complaint but cannot do so in writing (as required in our terms and conditions), please contact us on telephone 01603 872 707 for assistance to register your complaint with us via alternative means.

How long will it take?

We will aim to resolve your complaint straightway if we can, but if we cannot, we will write to you within 5 working days to tell you:
– Why we have been unable to resolve your complaint
– Who is dealing with your complaint
– Provide contact details for those investigating the complaint

We will usually resolve your complaint quickly, but if it is complex it may take longer.

We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you

If we cannot agree a solution within 8 weeks and your complaint relates to our credit brokerage service, we will:

– Write to you giving our reasons for the delay and an indication of when we expect to provide a final decision


– Issue our final response/ decision letter which will explain our final position

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint on in the following ways:

– Visit for details about referring your complaint further to the Glass & Glazing Federation Conciliation Scheme

– Complaints relating to credit brokerage may be referred to the Financial Ombudsman Service (FOS) to investigate further

Financial Ombudsman Service

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 0234567


Further helpful information can be obtained from visiting their web site at:

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