Complaints

I have a complaint, what should I do?

If you have a problem with your window or door installation, your first call should always be to the installation company who did the work. Explain the reason for your call and aim to resolve the matter at the time.

When can FENSA help?

FENSA may be able to assist you with your complaint if you have tried unsuccessfully to resolve the matter with your FENSA Approved Installer and;

The work was completed by a FENSA Approved Installer who is still trading
The work was completed less than six years ago
The work was a window or door replacement in a domestic property in England or Wales
Your complaint concerns the installation’s compliance to building regulations

What falls outside of FENSA’s remit?

FENSA are unable to help you with your complaint if;

The issue does not relate to building regulations
The installation has been completed on a domestic new build, new build extension or a commercial property
The issue relates to customer care, product quality, compensation, refunds, contractual issues or guarantee
The work was completed on a conservatory, porch or any building not part of the main footprint of the property
The work required planning permission

Who should I speak to if FENSA can’t help?

As with any dispute we would recommend you first try to resolve the issue with your installer. If this is not possible however, we would suggest you refer to the Citizens Advice website or take the matter to Trading Standards for further assistance.

Alternatively, your installer has opted in to an Alternative Dispute Resolution service (eg TGAS) who you can contact directly.

How do I make a complaint to FENSA?

If your complaint relates to a FENSA Approved Installer and your believe your installation does not comply with building regulations then you will need to answer the questions below and complete the form. To help progress your complaint we will require the following;

Your FENSA certificate number or the full name and address of the property, including postcode
The company details of your FENSA Approved Installer
A brief outline of your complaint

This will be submitted to a member of the FENSA team who will be in touch within 5 working days of receipt.

If something goes wrong...

1. Is your complaint about compliance to building regulations for an installation of replacement windows and/or doors in a habitable area of a domestic building?

Yes

2. Is the company that completed the installation of your replacement windows and/or doors a FENSA Approved Installer? You can check using the Find a FENSA Approved Installer search at the top of this page.

Yes

3. Is the FENSA Approved Installer that completed your installation still trading?

Yes

4. Is your complaint regarding a new build property or new extension?

Yes

5. Is your complaint about a conservatory or outbuilding such as a garage or porch?

Yes

6. Is your complaint about a defect in the product that was installed?

Yes

7. Is your complaint about your FENSA Approved Installer’s guarantee?

Yes

8. Are you looking for a refund or compensation?

Yes

9. Are you looking for a third party to carry out any remedial works?

Yes

10. Was your installation completed within the past 6 years?

Yes

We advise to write to your FENSA Approved Installer, notifying them of the matters you wish to be addressed and giving them a reasonable time period to respond. If you’ve done this and you are still not satisfied, we recommend contacting your local Trading Standards office. If you are unsure, you may briefly outline your matter in an email here. (Note: this does not constitute a submitted complaint.)

Unfortunately FENSA can only review matters related to installations completed by FENSA Approved Installers. If you have already written to your installer outlining the matters you wish to be addressed and are still not satisfied, we recommend contacting your local Trading Standards office.

If your installation was completed after 2014 you may have received an insurance backed guarantee (IBG) policy. This document, also known as a warranty insurance policy, is separate from the FENSA certificate and is issued by an insurance broker. It covers the installer’s written guarantee in the event that they cease to trade. If you’re not sure if you have a policy, first take a good look through all of your paperwork. If you can’t find a policy, we may be able to help you find insurance broker’s details – send us a message via the Contact Us page. Contact the insurance broker directly to find out if you are able to lodge a claim on your insurance policy. Installations completed in 2013 or earlier may not have an IBG policy as these were not mandatory until 2014. Another option is to check with your own home insurance policy. If you do not have an insurance policy in place, it is likely you will have to cover the cost of any remedial work. In such cases FENSA will be unable to assist as it does not issue guarantees.

FENSA does not cover new builds or new extensions. We recommend contacting your Local Authority Building Control.

FENSA only covers the replacement of windows and/or doors in the habitable and heated sections of your home. For all other structures, we recommend contacting your local Trading Standards office.

FENSA covers building regulation's compliance regarding the installation of the products. Any issues with the products themselves may be addressed under the guarantee given to you by the FENSA Approved Installer. If you are unable to locate your guarantee, we recommend contacting your installer directly.

Because the guarantee is issued by your installer and not by FENSA, your installer is responsible for addressing any matters covered by it. If your installer is not addressing matters according to the terms of its guarantee and you have exhausted the installer’s complaints process, we recommend contacting your local Trading Standards office.

FENSA is unable to assist with any financial issues. We advise either requesting your installer to direct you to their Alternative Dispute Resolution provider where your matter may be mediated, or contacting your local Trading Standards office.

Where there are issues regarding an installation’s compliance with building regulations, FENSA can only request remedial works by the FENSA Approved Installer that completed the installation. We cannot recommend alternative installers, however you can use the Find a FENSA Approved Installer search at the top of this page to find other FENSA Approved Installers in your area. Always check that any additional works carried out on your installation will not affect your guarantee before going ahead with them. Please note that FENSA will only be able to address matters surrounding the original installation, not the remedial works completed by another installer.

If you wish to submit a complaint about a FENSA Approved Installer and their compliance to building regulations please click here. We aim to reply within 5 working days. For our Terms & Conditions please click here Many thanks

TGAS

The Glazing Arbitration Scheme

TGAS

TGAS offers a simple way to resolve a dispute with an installer over the supply and/or installation of conservatories, windows, doors, roofline or other related glazing or home improvement products.

Visit TGAS

Confidential Advice

Citizen Advice

Citizen Advice is an independent organisation providing free and confidential advice. You contact them by phone to speak to a trainer adviser or through an online form.

Visit Citizen Advice

What to do before submitting an official complaint:

Call your FENSA Approved Installer and attempt to resolve the issue directly with them first
Ensure you have a FENSA Certificate for the work carried out
Ensure the work was done in the last 6 years
Ensure your complaint is related to the compliance of building regulations
Have your FENSA certificate number and full name and address ready to hand