Terms & Conditions of Use

Supercraft Windows provide our services subject to the following conditions. If you use the services on our website, you are deemed to have accepted these conditions. They may change at any time, so please check back regularly for any updates.

Electronic Communications

When you visit the Supercraft Windows website or send e-mails to us, you consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this website.

Provision of Information

We make every effort to ensure that the information provided on this site is correct and accurate at the time of production. However, Supercraft Windows will not be responsible for any consequences whatsoever of the subsequent inaccuracy of any such information.

You may be asked for personal information if you want to take advantage of specific services we offer such as e-mail enquiries (contact us) or specific promotions. In each case, we will only use the personal information you provide to deliver the services you have told us you wish to take part in. You will be given an opportunity to opt out of further contact if you wish.

We always endeavour to provide our customers with a first-class professional service. However, on rare occasions, we recognise that there may be times when our customers may not be completely satisfied.

To ensure we are able to put things right as soon as we can, please read our procedures below and we will respond promptly to ensure complete satisfaction.

Please inspect the works as soon as possible after completion to ensure they have been completed to our usual high standards.

However, if you are not completely satisfied with it, please contact us as soon as possible in order that we can fully resolve any issues you have.  Please call the showroom on 01782 266488 during Showroom opening times which are Monday-Friday 9am to 5pm, Saturday 10am to 4.30pm or Sunday 11am – 2pm. Or you can write to us at Supercraft Windows, 1 Lanehead Road, Etruria, Stoke on Trent ST1 5PT  or email info@supercraftwindows.co.uk.  We aim to respond within 3 days of receiving a complaint and where possible, we will provide you with a date to remedy any issues raised.

However, you choose to contact us, we will:

• Let you know we’ve received your query
• Tell you who will be responsible for investigating along with their contact details
• Endeavour to return phone calls and emails within five working days
• Do everything we can to resolve things as quickly as possible
• Do what we can to attend within fourteen days if a visit to your property is needed
• Keep you regularly informed of progress throughout
• Provide a final response within eight weeks or explain why this isn’t possible

Where we cannot resolve a complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

If you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.

You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.

You can contact the Financial Ombudsman Service:

In writing:   Exchange Tower, Harbour Exchange, London E14 9SR

By telephone:  0800 023 4567

By email:  complaint.info@financial-ombudsman.org.uk

Website:  www.financial-ombudsman.org.uk