How to raise a complaint
Contact us at shop@sw-glass.co.uk or call us on 0207 751 0011, use our contact form, or speak to the counter at a branch. Tell us what happened and what you would like us to do. An order reference and photographs can help but are not required to raise a complaint.
For broken, wrong or missing goods, you can also use the claim option on your order tracking page. Never return broken glass.
When you can expect a response
A member of our team will pick up your complaint and reply. Not an automated acknowledgement with a ticket number: a person who takes it on. That applies on every channel you can reach us on.
For a claim about a delivery, you get a decision: remake or refund. Claims are tracked, and one that has not been picked up is escalated internally, so a complaint does not quietly go cold because someone was off that week.
Where a complaint needs more digging — a supplier, a batch, a fitting question — we will tell you, say what we are doing and when you will hear back, and then come back to you.
If a remake is the answer, it is opened as a job in the workshop straight away rather than waiting for the paperwork. If a refund is the answer, you get a credit note as the record of it.
If we cannot resolve your complaint
If we cannot put things right between us, you are not out of options.
We are not currently a member of an alternative dispute resolution (ADR) scheme, and we are not obliged to use one. We are telling you that plainly because traders are expected to say whether they do, and a vague answer here helps nobody. If we join a scheme, we will name it on this page.
If we cannot settle your complaint, we will tell you so in writing, give you the name and website of an alternative dispute resolution provider that could deal with it, and say whether we will use it.
You can get free, independent advice on your consumer rights from the Citizens Advice consumer service, which can also refer a matter to Trading Standards.
If you paid by card or on finance, your card provider may also be able to help.
You keep the right to take a dispute to court. These terms are governed by the law of England and Wales, and if you live in Scotland or Northern Ireland you can bring proceedings in your own country's courts.
None of this is a hurdle we want you to jump. Come to us first — we would much rather fix it.