Complaints Procedure

We hope that you never need our complaints procedure. That’s our very clear objective with every Pennine customer. But of course, it’s important that we make provision for the unthinkable and create a complaints procedure that’s clear, fair and timely.

Complaints are exceptionally important to us, we treat them not as distractions or inconveniences, but as opportunities to learn and to make things better.

That’s why, if you’re not happy with anything at all about our products or service, we really do want to know about it.

How to make a complaint

If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive.

Below is further information regarding how to get in touch should you wish to make a complaint.

Complaints by post should be addressed to:

Customer Services, Pennine Home Improvements, Unit 1c Chollerton Drive, Benton, Newcastle upon Tyne NE12 9SZ.

Complaints by phone regarding a recent installation (within 3 months of completion) should be made via your Project Manager on 0191 631 0050.

Complaints by phone regarding a project installed for over 3 months, or regarding Pennine Aftercare should be made to Liz Laidler on 0191 631 0060.

Complaints in person should be made at our Head Office; it’s the same address as that shown above.

We are open:
Monday to Friday 9.00am – 5.00pm
Saturday 10.00am – 5.00pm
Sunday 10.00am – 4.00pm

Complaints via email should be made using the following email address:

How it all works from there

Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out so we can work out the right course of action.

Where this is the case, here’s how things will work:

Step 1 – acknowledgement

We’ll acknowledge your complaint within 3 working days, either by email or by letter. We’ll tell you the reason why we couldn’t resolve it straight away and who is in charge of dealing with your complaint.

Step 2 – decision

We’ll aim to reach a decision regarding how to proceed regarding your complaint within 2 weeks of it being made. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date. Decisions are always confirmed in writing to you.

Step 3 – action

Where we agree that further action is required on behalf of Pennine in order for the complaint to be resolved, we’ll aim to complete this work within 6 weeks of the complaint being made as an absolute maximum. Rest assured that we’ll always inform if there’s going to be a delay beyond this date.

Step 4 – referral

Where we can’t reach an agreement together, when appropriate we’ll provide you with the relevant information for the Financial Ombudsman Service or the Glass and Glazing Federation – whichever organisation is most relevant. This is a last resort though and clearly we hope that things never reach this stage.

A note about the Financial Ombudsman Service

The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:

  • Where you are unhappy with the final decision made by Pennine regarding your complaint
  • Where eight weeks have passed since the complaint was made, without you having received a final decision from Pennine

Should you wish to proceed with this course of action, the contact details you need are:

The Financial Ombudsman Service
Exchange Tower,
E14 9SR

Telephone: 0800 023 4567

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at

It’s important to note that if you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final decision letter.

If you need anything further

If you have any further queries regarding our complaints procedure then please email, we’ll be happy to help.


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