Complaints Procedure

At External Doors Online Ltd, we are committed to delivering high-quality, bespoke windows and doors. If you encounter any issues with our products or services, please inform us so we can address your concerns promptly and effectively.

How to Make a Complaint

You can raise a complaint with us through the following methods:

  • By Email: Send your complaint to customer.services@externaldoorsonline.co.uk. Please include your name, order number, and a detailed description of the issue.

  • By Phone: Call our customer service team at 01484 613104. Our lines are open Monday to Friday, 8:30 AM to 5:00 PM.

  • In Writing: Address your complaint to:

    External Doors Online Ltd
    Nortonthorpe Mills, Block 1, Office 2
    Wakefield Road, Scissett
    Huddersfield, West Yorkshire
    HD8 9LA

Information to Include in Your Complaint

To assist us in resolving your complaint efficiently, please provide the following details:

  • Your full name and contact information.

  • Your order number or reference number.

  • A detailed description of the issue.

  • Photographs or other evidence of any faults or concerns, if applicable.

Our Complaint Handling Process

  1. Acknowledgment: We will acknowledge receipt of your complaint within 2 working days via email or telephone, depending on your preferred contact method.

  2. Investigation: We will thoroughly investigate your complaint by reviewing your order details, assessing the issue, and examining any supporting evidence. We may contact you for additional information if necessary.

  3. Resolution:

    • We aim to resolve all complaints within 14 days of acknowledgment.

    • If further investigation is required, we will keep you informed of our progress and provide an updated timeline.

Resolution Policy for Faulty Products

As all our products are bespoke and made to order, we do not offer refunds. However:

  • If a product is found to be faulty, we will supply replacement components to rectify the issue at no additional cost.

  • We may request evidence of the fault, such as photographs or videos, to determine the appropriate resolution.

Escalation Process

If you are not satisfied with our initial response, you can request escalation to senior management within the existing email correspondence at customer.services@externaldoorsonline.co.uk. A senior manager will review your complaint and respond accordingly.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you have the option to seek assistance from a third-party dispute resolution service.

Your Consumer Rights

This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.

Contact Us

If you have any questions about our complaints procedure, please contact us at customer.services@externaldoorsonline.co.uk or call us at 01484 613104.

We value your feedback and are dedicated to providing the highest standards of service to all our customers.