Complaints Policy & Procedure — Windows, Doors & Roofing in the West Midlands
We fit windows, doors and roofs for families across Wolverhampton, Bilston, Dudley, Walsall and Birmingham, and we would rather hear about a problem than have you live with one. This page explains exactly how to raise a concern, who deals with it, and how quickly you will hear back.
Last updated: August 2026
Our commitment to you
Next View Home Improvements LTD is a family-run installer based in Bilston. Every job is surveyed, fitted and signed off by our own teams rather than sub-contracted out, which means there is never any confusion about who is responsible if something is not right. We are an IWA Approved Installer with insurance-backed deposit protection, and our installations are covered by Assure certification for Building Regulations compliance.
In practice, the vast majority of concerns are small and solved on a single return visit — an adjustment to a hinge after the frame has settled, a replacement trickle vent, or a sealed unit that needs swapping under guarantee. Reporting it early almost always makes it a quicker fix, so please do not wait until the end of your guarantee period.
The four stages of our complaints procedure
Stage 1 · Acknowledged within 2 working days
Tell your installation team first
Most issues — a stiff handle, a trim that needs adjusting, a silicone line you are not happy with — are resolved fastest by speaking to the fitting team or your project contact directly. Call 0800 193 0902 or email us with your address, the date of the work and a short description of the problem. Photographs help enormously and usually let us bring the right parts to the first visit.
Stage 2 · Full written response within 10 working days
Formal written complaint
If the first conversation has not put things right, put your complaint in writing to our office. We log every formal complaint with a reference number, the date received and the person responsible for resolving it. You will receive a written acknowledgement, and then a full response setting out what we found, what we will do and when we will do it.
Stage 3 · Reviewed within 15 working days
Director-level review
If you are not satisfied with the outcome of Stage 2, you can ask for the file to be reviewed by a company director. The review looks at the original order, the survey notes, the fitting records and all correspondence, and results in a final written position from Next View Home Improvements LTD.
Stage 4 · Referral details supplied with our final response
Independent dispute resolution
If we still cannot agree, you are entitled to take the matter to independent alternative dispute resolution. As an IWA Approved Installer, our work is covered by insurance-backed guarantee and deposit protection arrangements, and our Assure (Certass/FENSA-equivalent) certification carries its own conciliation route. We will confirm in writing which scheme applies to your contract and how to contact them.
What to include when you contact us
Giving us the full picture at the start saves you a second phone call and lets us send the right fitter with the right parts. Where possible, please include:
- Your full name, installation address and a daytime telephone number.
- Your quotation, order or invoice number if you still have it to hand.
- The approximate date the work was carried out.
- A clear description of the problem and which window, door or roof section it affects.
- Photographs or a short video — particularly useful for glass, sealant and roofline issues.
- The outcome you would like, so we know what "put right" looks like for you.
How we record and learn from complaints
Every formal complaint is entered in our complaints register with the date received, the nature of the issue, the actions taken and the date it was closed. The register is reviewed by the directors so that recurring themes — a supplier batch, a fitting method, a communication gap between survey and installation — are corrected at source rather than patched job by job.
We will always confirm the outcome of your complaint in writing, even where it has been resolved on a friendly phone call, so that you have a record alongside your guarantee documents.
Guarantees, deposit protection and your statutory rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or your cancellation rights under the Consumer Contracts Regulations. Our guarantee cover sits on top of those rights: an insurance-backed guarantee through the IWA scheme, manufacturer warranties on profiles and glass units, and workmanship cover from Next View itself. Full details of the commercial terms are set out in our terms and conditions.
If your concern relates to Building Regulations compliance or your certificate, see our Assure certification page — it explains what is registered, when the certificate is issued and how to request a duplicate.
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