Windows - Certificate not received

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Based on resolver’s experience to date, it is an inconvenience when installation certificates don’t arrive, as you may need them in the event that the equipment develops a fault.You may also need them when amending your home insurance policy to cover the new window installation.

In the first instance, you should contact the company who carried out the installation and ensure they have your correct address. Some companies may charge you for re-sending your certificate – even if it appears they have gone missing in the post. If this is the case you should write a formal letter to their customer services department setting out why you do not believe that the loss of the certificate is your fault, and requesting that they send you another for free. Resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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