Windows - Unable to contact the call centre

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Based on resolver’s experience to date, being unable to contact the customer services call centre can be frustrating. If the sheer volume of calls is stopping you from getting through to a representative you could try emailing their customer services department instead. If you are not happy with the service you have received you should escalate to a higher point of authority and ask a supervisor or manager to either call or email you back. This gives a more senior member of staff the opportunity to look into your complaint. You should be reassured that your custom is valued and that your complaint will be responded to within a given timeframe. At worst, if you are unable to email your service provider you could write to your window installation company customer service department and ask them to address you original complaint and further address your inability to get in touch with your window installation company. You should ask for an apology and compensation. If you are still unhappy with their response, you can ask the Ombudsman to look into it for you. 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.

It can be frustrating when you cannot contact the call centre! Resolver can help you to deal with any issues arising quickly, without hassle and for free! As a first step we can help you write your complaint. Click 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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