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Complaints procedure

We always endeavour to provide the best service and products for our clients. However, on rare occasions, we recognise that there may be times where our customers may not be entirely satisfied.


On completion of the installation, our lead fitter will invite you to inspect the work to ensure everything has been carried out to our usual high standards. If you are unavailable, please perform your inspection as soon as possible after the completion of the works.


To ensure we can put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.


If there are any queries with the job while the installation team are on site, please address them with the team, who will be able to sort out most issues, or refer them to the manager if needed.


In the unlikely event that you have cause to a complaint, please see our complaint procedure below:


Making a complaint during the installation or after:
Please telephone the relevant branch and ask to speak with the relevant person for that branch –
Hereford – Tom Gray  
Malvern – Donna Parry
Stoke – Sean Summerfield
Kingsbridge – Samantha Robbinson 
Shrewsbury – Jack Warnett
Joinery – Chloe Evans


If you are having issues during products being fitted, we will look to resolve them while our team is on site. If it is after products have been fitted our team will look to book one of our Service Engineers or Fitting Teams to come back out to resolve the issue. We aim to do this within 7 days however this may not be possible and you will be offered the earliest available appointment. 


Should you still have an unresolved issue after speaking to our branch team - 


Should you be unhappy with the resolution offered at this stage you can write to the Directors by emailing [email protected] or you can send a letter by post to The Old Brickyard, Pontrilas, Herefordshire HR2 0DJ. Your complaint will be acknowledged within 2 working days and a response provided within 7 working days. 

WHAT OUR CUSTOMERS SAY

Excellent supply and fit service from Advance. Quality product, expert advice and nothing too much trouble. The process for our complete house re-fit was trouble-free from start to finish with every stage completed within the timescale given. Skilful and personable fitters were considerate and polite throughout the installation period and completed the work with great expertise. Back-up and follow-up support from the office staff was also exemplary. Excellent value for money and I would not hesitate to recommend Advance Hereford to friends, family and anyone considering upgrading their windows and doors.
Chris Cooper
Chris Cooper
google.com
If you want a first class experience of doors and window installation from the initial call out to the final product this company HAS to be the best. You simply will not beat them on price or quality of service. I have an Edwardian property and therefore had a couple of doors installed in the 27 years I have lived here. I also have had a lot of companies come out and give me quotes for these double doors and windows which were so ridiculously high I thought I'd never get them replaced.. My partner works in sales and immediately told me that the guy that came out to quote and survey the job was no nonsense and valued not only his job but customers too. I was quoted more than double by some companies without the finish I wanted but Advance Windows exceeded my hopes (never mind my expectations). The team in the Malvern office kept in regular contact and let me know what was due when, how things were progressing and gave me a time and date that the fitters arrive. My home is now secure and aesthetically pleasing too.. I love the brass finish on the doors handles and the ventilation engineering. I wish I had found them years ago and will highly recommend them to anyone.
Julie
Julie
Google.com
Advanced windows were reliable from start to finish . They came for the survey, gave a date and installed when they said they would. They came in under our budget and much lower than both other quotes. I’d certainly use them again. My property was treated with respect and left clean and tidy. I would recommend recommend on my experiences with dealing with this company. 10/10.
George Sharpe
George Sharpe
Google.com
New back door supplied and fitted by Advance . Very professional team throughout the process. The fitting team were excellent and very tidy. The finished product quality of fit made the previous old door look like it had been fitted by incompetent children. Shall definitely recommend this company.
Stephanie Burns
Stephanie Burns
Google.com
Well what can I say, excellent service from sales survey and fitting. The product is great value for money with an excellent guarantee. Would just like to thank all concerned and would definitely recommend.
Julie Lea
Julie Lea
Google

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