Complaints policy

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Apple Glass Company Ltd – Financial Services Complaints Procedure. If you have a complaint, we want to know as soon as possible to help us put things right promptly.

Just contact our Customer Services Team with your details and a description of your problem. We are here for you Monday to Friday from 9.00am- 6.00pm.

• Call us: 01902 475263
• Email us: sales@appleglasscompany.co.uk
• Write to us: 51 Chapel Ash, Wolverhampton, WV3 0UF 

If a complaint is submitted, we will:

• Confirm that we have 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
• Aim to attend your property within fourteen days if a visit is required
• Keep you regularly informed of progress throughout the investigation
• Provide an outcome of the investigation within eight weeks or explain why this is not possible

All financial services complaints will be investigated and overseen by our Compliance Department.

The Compliance Department will:

• Acknowledge your complaint
• Inform you who is investigating the complaint and provide you with their address and telephone number
• Carry out a thorough and impartial investigation
• Provide a written response within 8 weeks of receiving your complaint, informing you of the outcome of our investigation or explain why this is not possible

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 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
• Email: complaint.info@financialombudsman.org.uk
• Website: www.financial-ombudsman.org.uk