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Terms & Conditions

These Terms and Conditions govern all quotations, orders, and contracts for the supply and installation of windows, doors, and associated products by Fleming Windows and Doors (“the Company”).

1. Definitions

In these Terms and Conditions: 

  • “Company” means Fleming Windows and Doors UK Ltd, Creative Industries Centre, Glaisher Drive, Wolverhampton Science Park, Wolverhampton, WV10 9TG 
  • “Buyer ” means the individual, firm, or company purchasing goods and/or services. 
  • “Goods” refers to products supplied by the Company. 
  • “Contract” means the agreement between the Company and the Buyer , governed by these Terms and Conditions. 
  • “Bespoke Goods” means any item made to the Buyer ’s specification or clearly personalised, which is exempt from the standard right to cancel under UK consumer law. 
  • “Site” means the address where goods are to be delivered and/or installed. 

2. General

  1. All orders are accepted subject to the following conditions which shall form part of and govern the contract of sale. Any variation of those conditions in any document of the Buyer is inapplicable unless accepted in writing by the Company. 
  2. These terms and conditions apply in preference and supersede any terms and conditions referred to or offered by the Company whether in negotiation or at any stage in the dealings between the parties with reference to the goods to which this contract relates. Without prejudice to the generality of the foregoing, the Company will not be bound by any standard or printed terms furnished by the Buyer in any of its documents, unless the Buyer specifically states in writing separately from such terms that it intends such terms to apply, and the Company acknowledges such notification in writing.
  3. No variation may be made to the contract of sale, except by agreement in writing between the parties and signed on their behalf.

3. Quotations

  1. The placing of an order following Fleming Windows and Doors UK Limited providing a quotation shall not be binding on the Company until it is accepted by the Company and the Buyer . An order accepted by the Company may only be cancelled or amended with the Company’s consent. The giving of the Company’s consent shall not, in any way, prejudice the Company’s rights to recover from the Buyer full compensation for any loss or expense arising from the cancellation or amendment.
  2. Additions or alterations to orders, however they are made, shall not be binding on The Company until they have been confirmed by The Company in writing to: Fleming Windows and Doors UK Limited, Creative Industry Centre, Wolverhampton Science Park, WV10 9TG, telephone 01902 212 882, email: hello@flemingwindowsanddoors.co.uk.
  3. Costs confirmed within the quotation are subject to change during installation, depending on whether additional materials or works are required. These costs are to be explained and passed to the Buyer as part of their final invoice. By ordering Bespoke Goods, the Buyer agrees in writing to waive their statutory cancellation rights, in accordance with the Consumer Contracts Regulations 2013.

4. Prices

  1. The prices quoted are inclusive of United Kingdom Value Added Tax, unless otherwise specifically stated in the contract, quotation, and/or invoice. Any variation to prices resulting from taxes or levies shall be for the Buyer ’s account.

5. Supply-Only Delivery

  1. For Supply Only purchases where goods are ordered by the Buyer for delivery at their request:
    1. If no period is stated for delivery and such period is not extended by agreement in writing, the Buyer shall take delivery within that period;
    2. If no period is stated for delivery, the Buyer shall take delivery of goods as soon as they are ready;
    3. If the Buyer does not take delivery within the nominated period, the Buyer will reimburse Fleming Windows and Doors’ storage and insurance costs. An invoice will be issued for the full amount of the goods on the last date on which delivery is due and shall be payable.
  2. In any other case:
    1. Any time stated in respect of delivery is given in good faith, but is an estimation only, and is not binding on The Company.
    2. Time for delivery, whether expressly stated or not, shall not be, or be deemed to be of the essence of the contract of sale.
  3. The Company will deliver the goods as near as possible to the delivery address, as far as hard road permits. The Buyer shall provide at their own expense the labour for unloading and stacking with utmost dispatch. Damage caused to the goods due to inadequate site access or careless unloading shall be at the Buyer ’s expense. The Company shall not be liable for any loss or damage, whether direct or indirect, arising from any delay or default in the delivery of goods under the contract, except where such delay or default is caused by the Company’s negligence or breach of contract. Timeframes are estimates and not of the essence, unless otherwise agreed in writing. The Buyer is advised not to schedule dependent works (e.g. trades or fitters) based on estimated delivery dates.

6. Returns

  1. Unless in accordance with Clause 11, the Buyer may not return the following goods:
    1. any bespoke products made to the Buyer ’s specification. 
    2. any products damaged by the Buyer . 
  2. Once the initial deposit payment has been received by the company, no refund shall be given if the Buyer does not wish to proceed with the product or installation, and this situation will be considered in accordance with Clause 20.

7. Consumer Sales Delivery

  1. Unless otherwise stated in the contract, and subject to the following provisions of this clause:
    1. Goods will be consigned by the method of transport chosen by The Company to the address specified by the Buyer , henceforth referred to as “the delivery address”,
    2. Products may be delivered to the installation address prior to the agreed installation date (which can be subject to change due to unforeseen circumstance) at which point liability is with the Buyer to store materials safely and securely in their original packaging. 
  2. Delivery of goods may take place in absence of the Buyer and, as such, the Buyer is responsible for ensuring the goods are stored safely or ensuring a third party over the age of 18 years old, is there to accept, check and sign for the delivery.
  3. Any damage sustained by the goods while they are in the care of the Buyer will be a void of the warranty.
  4. The Company shall be entitled to make partial deliveries of the goods unless it is otherwise agreed in writing. 
  5. In the case of partial deliveries of goods, the Buyer will not be entitled to treat the delivery of faulty goods in any one instalment, or the late delivery of any one instalment, as a repudiation of the whole contract. 

8. Transfer of Risk

  1. The goods shall be at the risk of the Buyer as soon as they are delivered to the delivery address, unless otherwise agreed, and The Company shall be under no obligation to give the Buyer the notice specified in Schedule 1, Paragraph 21 of the Consumer Rights Act 2015.

9. Acceptance of Goods

  1. The Buyer will be deemed to have accepted the goods once the goods have been unloaded and delivered to the delivery address.
  2. The Company shall have no liability for goods delivered in a damaged condition, or lost in transit, or for any shortages in deliver unless:
    1. In the case of damage or shortage of delivery, short details are endorsed on the carrier’s delivery note or receipt, and notice in writing giving full particulars of the damage or shortage is received by the Company within a reasonable time of receipt of the goods at the delivery address.
    2. In the case of goods lost in transit, notice in writing of the non-delivery is received by the Company and by the carrier within seven days after the date of the delivery notice or invoice (as the case may be) is used by The Company. 
  3. Subject to the Buyer complying with Clauses 8.1 or 8.2 above (as the case may be) and subject to Clause 9 below, he Company and/or their direct supplier(s) shall replace or make good any goods delivered in a damaged condition or lost on transit (or, in lieu thereof, at the option of a credit note, if applicable), but The Company shall have no liability whatsoever, for consequential loss in respect of the goods rejected by the Buyer or unattended deliveries where our delivery partners are not able to offset the product.

10. Specification

  1. Unless otherwise specifically stated in the contract all specifications and particulars of weights and dimensions stated in the contract and in the supplier(s) sales literature are approximations only.
  2. Whilst every effort is made for these figures to be accurate, it must be understood that the specification of goods manufactured and supplied by The Company is subject to normal trade tolerances. 
  3. The Company reserves the right to change the specification of any goods quoted in their sales literature at any time without notice. 
  4. Whilst The Company takes every precaution in the preparation of their literature, these documents are for the Buyer ’s general guidance only, and the particulars contained therein shall not constitute representations by The Company and The Company shall not be bound by them.
  5. In the event of a shortage of a particular component, The Company reserves the right to source alternative materials to a similar standard from an alternative supplier.
  6. Whilst The Company makes every reasonable effort to ensure that all products are properly weather sealed during the installation process, as an external product they are not a completely watertight solution. As such, they may experience water ingress under severe adverse weather conditions, or when a property is subject to atypical circumstances. In these circumstances, The Company will make every reasonable effort to remediate the problem, however, we cannot be held liable for circumstances beyond our control. Our remote awnings range are not designed to endure adverse weather conditions and should always be used in accordance with the supplier’s guidance.

    The Company shall not be liable for damage, injury, financial loss, or other adverse consequences resulting from improper, unsafe, or negligent use of its products where such misuse was not reasonably foreseeable or avoidable by the Company. The Buyer is responsible for ensuring that products are used in accordance with their intended purpose and any applicable guidance provided by the Company or the product manufacturer.

11. Design

  1. It is the Buyer’s responsibility to ensure that all necessary approvals (e.g. planning permission, landlord consent) have been granted before manufacture commences. All approvals must be confirmed in writing, which may include email or digitally signed documentation. The Company shall not be liable for delays or additional costs resulting from the Buyer’s failure to obtain or provide evidence of such approvals.
  2. It is the Buyer ’s responsibility to ensure that all specifications, measurements, fittings and sizing’s are correct and that the goods are suitable and fit for purpose prior to commencement of manufacturing, delivery and installation. No responsibility will be accepted by the company once an order has been accepted and later deemed unfit for purpose or the project unable to be delivered.
  3. Certain products are subject to CAD drawings which must be formally approved in writing by the Buyer prior to the commencement of manufacture. Written approval may be provided via email or other electronic format. The approved CAD will represent the final agreed specification for the goods. Any requests for changes made after written approval has been given may incur additional costs, and the Company accepts no liability for omissions not highlighted by the Buyer during the CAD review process.
  4. It is deemed the Buyer ’s responsibility to ensure that the relevant area is safe and structurally fit for the product and/or installation and that all weight bearing, and load testing has been conducted prior to any works are commenced.
  5. All of our products are manufactured to the highest industry and safety standards and, as such, general care and common sense should be applied when using, cleaning, or enjoying your installation. Things including, but not limited to, using excessive force, dangerous or non-recommended cleaning chemicals or taking care moving within the space.

12. Payment

  1. The following payment terms shall apply depending on the nature of the order:

    1. A deposit of between 25% and 50% of the total order value will be required to secure the booking, payable on the date of the order. Please note that all projects are bespoke, specifically designed for use at your property, and as such, have no resale value to ourselves.

    2. Supply-only products require full payment at the time of ordering.

  2. For credit accounts, except where otherwise specifically agreed, payment must be made to Fleming Windows and Doors’ address stated on their invoice not later than the last day of the month following the date of their invoice.
  3. Where partial delivery is made, the Buyer shall be obliged to pay for each instalment separately, if The Company so requires, by invoicing them.
  4. If payment is not made on the due date, The Company shall be entitled to:
    1. Charge interest on the outstanding amount at 3% per annum above the Bank of England base rate;
    2. Require payment in advance of delivery of undelivered goods;
    3. Terminate the contract; and/or,
    4. Make delivery of any goods/materials in the contract, as per contract terms,
    5. Enforce the terms of Clauses 12.2 and 12.3.
  5. Unless otherwise agreed, the Buyer shall not be entitled to exercise any right of set-off or counterclaim against monies owed to The Company for goods invoiced and delivered.
  6. Final payment of any due balances is required to be paid within a maximum of 5 working days post installation/completion or delivery.
    If an installation is later deemed unsafe, unworkable, or otherwise not feasible due to conditions at the Site that were unknown to the Company at the time of order but should reasonably have been disclosed by the Buyer, the Company reserves the right to terminate the project. In such cases, the Buyer shall remain liable to pay any reasonable costs incurred up to that point, including but not limited to survey costs, bespoke materials, manufacturing labour, delivery, and administrative time. A full breakdown of incurred costs will be provided, and the Buyer agrees to settle the balance within 5 working days of receiving this breakdown.

13. Ownership of Goods

  1. Subject to the following clauses, the goods shall remain the exclusive property of The Company under this contract and all other contracts between The Company and the Buyer .
  2. The Buyer shall be entitled to sell the goods in the ordinary course of business, provided that the proceeds of the sale shall be held in trust for The Company by the Buyer until payment of all sums due to The Company by the Buyer under this contract and all other contracts between The Company and the Buyer .
  3. Should the Buyer default on any payment when due, The Company will be entitled to take such reasonable actions as deemed necessary regarding any materials we have title to.
  4. Any goods so repossessed shall be sold and the proceeds of sale set off against the amounts due to The Company by the Buyer . Any balance remaining of the proceeds of sale shall be paid to the Buyer . If the said proceeds of the sale are not sufficient, the Buyer shall remain liable to pay to The Company the amount remaining due, together with any interest accruing thereon.

14. Intellectual Property

  1. The Buyer shall indemnify The Company against all damages, penalties, costs, and expenses to which The Company may be liable as a result of work done in accordance with the Buyer ’s specification, which involves the infringement of any letters patent, or registered design.

15. Aftercare

  1. The Company provides a general aftercare guide post-installation on all of its products. This outlines general aftercare advice, and recommendations set forth by our suppliers, along with generic care instructions. These are not in any way contractually binding, nor will The Company accept any liability should these guidelines be or not be followed. Common sense and general safety rulings should be followed in any instance and any concerns or queries should be raised to Fleming Windows and Doors.

16. Notices

  1. Notices required to be given to The Company must be sent to Fleming Windows and Doors’ address by first class post. Notices required to be given to the Buyer will be sent by First Class post to the address specified by the Buyer for consignment of the goods unless a different address is specified for this purpose by the Buyer . Notices shall be deemed to have been delivered on the next business day after the day of posting. In proving service by first class post, it shall only be necessary to prove that the notice was contained in an envelope which was duly addressed and posted in accordance with this clause.
  2. Notices of cancellation must follow our cancellation policy detailed within Section 20 – Right to Cancel. As standard, we do not accept cancellations or provide refunds unless cancelled within a 24-hour timescale of your order being placed.
  3. Noticed via digital communications are not preferred, and instead written and/or verbal notices via telephone calls are the preferred method of communication. Emails are to be sent to hello@flemingwindowsanddoors.co.uk and telephone calls should be made to 01902 212 882.

17. Limitation of Liability

  1. Nothing in these terms and conditions shall limit or exclude Fleming Windows and Doors’ liability for:
    1. Death or personal injury caused by its negligence, or the negligence of its employees, agents, or subcontractors (as applicable);
    2. Fraud or fraudulent misrepresentation;
    3. Breach of the terms implied by Section 12 of the Sale of Goods Act 1979, or;
    4. Defective products under the Consumer Protection Act 1997.
  2. Subject to Clause 17.1:
    1. The Company shall not be liable for any indirect, incidental, or consequential losses unless such losses arise as a foreseeable result of the Company’s breach of contract or negligence.
    2. The Company’s liability shall in all cases be limited to the value of the goods or services supplied under the contract, except where such limitation would be unlawful.

18. Force Majeure

  1. No liability will be accepted for any failure of, or delay in, performance which is due wholly or partially to restriction by Government or other competent authorities, nor any strikes, lockouts, failures by suppliers to supply raw materials or to any cause whatsoever that is beyond the control of Fleming Windows and Doors.
  2. Any waiver by The Company of its rights hereunder in respect to breaches by the Buyer shall not affect the rights of The Company in the event of a subsequent breach by the Buyer .

19. Law

  1. This contract and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

20. Right to Cancel

  1. For goods that are not made to your specification or clearly personalised (“non-bespoke”), you have a legal right to cancel within 14 days from the day after the goods are delivered, in accordance with the Consumer Contracts Regulations 2013.

    To cancel, you must notify us in writing within this period by email to
    hello@flemingwindowsanddoors.co.uk or by post to:

    Fleming Windows and Doors UK Limited
    Creative Industries Centre
    Wolverhampton Science Park
    Wolverhampton,
    WV10 9TG

    Goods must be returned in their original condition within 14 days of your cancellation notice. You are responsible for return costs unless the goods are faulty or misdescribed. A full refund will be issued within 14 days of receiving the returned goods or proof of return, whichever is sooner.

  2. For bespoke or made-to-measure goods, including any products made to your measurements, design, or requirements, the statutory right to cancel does not apply once manufacturing has commenced. By placing an order for bespoke goods, you confirm in writing that you waive your right to cancel under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. A deposit will be required to secure all bespoke orders. Where cancellation is accepted before delivery, the Company reserves the right to retain part or all of the deposit to cover reasonable costs already incurred, including surveys, design, materials, labour, and administration.
  3. Where your order includes both supply and installation:
    1. You retain the right to cancel the supply of non-bespoke goods as per Clause 20.1, unless the goods have already been installed.
    2. If you request that installation begins within the 14-day cancellation period, you must provide express written consent acknowledging that you will lose your right to cancel the installation service once it has been completed.
    3. If no such consent is given, installation will not proceed until the cooling-off period has expired.
    4. In cases where installation has been completed with your consent during the cooling-off period, you will not be entitled to cancel the service element of the contract. Any refund (where applicable) will be limited to the goods, less any deduction for installation already completed.
  4. The Company may, at its sole discretion, agree to a cancellation outside the statutory cancellation period or where bespoke goods are involved. In such cases, any refund will be subject to deduction of reasonable and proportionate costs incurred by the Company up to that point. These may include surveys, design time, manufacturing labour, materials, or administrative expenses. A written breakdown of costs will be provided to the Buyer on request.

21. Warranty

  1. Warranties on all new The Company installations are product-specific and supplier-backed, details of which can be viewed on our website or in your welcome pack as part of your order. Digital and physical copies are available to all customers and can be provided by email or post upon request. Our warranty is provided on the frame and structure and internal mechanical workings, and is not inclusive of any groundworks, glass damages, water breaches, wall fixings or mounting damages and/or any defects/damages identified post-installation.
  2. No warranty or guarantee is given on any repair work carried out by The Company if the product was not originally purchased and installed by the company.
  3. Any damage caused to the installation by adverse weather conditions, including but not limited to rain, wind, lightning, extreme heat, cold, snow, is not covered by guarantee or warranty and repair Is at the Buyer ’s cost.
  4. Installations, as standard, come with a 12-month post-snagging warranty and any issues or concerns identified past this time will need to be resolved by the Buyer at their own expense.
  5. All warranties exclude any damages caused to the product/installation by external forces, including but not limited to falling tiles, tree branches, deliberate/intentional damage, improper installation (for supply-only purchases), demolition or renovation works, or Acts of God, such as excessive wind, excessive rainfall/snowfall, or debris fall-through will also not be covered under this warranty.
  6. Any tampering, external works or changes and additions completed by third party companies or contractors will automatically void this warranty.
  7. The Company does not accept any responsibility for any recommendations or failings of any third-party individuals or contractors that have been appointed by the Buyer or recommended by any other party involved. No warranty or financial condition will be imposed or passed to The Company in any circumstance.

22. Health and Safety

  1. Every effort will be made by The Company and their contractors to ensure the installation work area is free from as many risks as possible, however due to the nature of the products and the installations, power tools, electrical, cutting and drilling equipment will be used. It is the Buyer ’s responsibility to remain clear of the installation area at all times to avoid risk of injury.
  2. Should the installation team be required to vacate the site; the Buyer should not enter the working area. If they do so, it is against the advice of Fleming Windows and Doors, and at their own risk.
  3. The Company accepts no responsibility for injury caused to the Buyer , or any other persons who ignore these instructions, or any instructions given by the installation team.
  4. Additionally, delivery of the item will occur prior to the installation date and at times, it can be waiting on site for an extended period. The item(s) and any accompanying parts are not the responsibility of The Company and should the area where they are stored should remain clear in order to avoid accidents and/or injuries.

23. Installation

  1. Installation dates, once given, can be changed at any time up until the agreed date due to unforeseen circumstances (including but not limited to weather, medical, traffic, and transportation). The Company reserves the right to cancel and rearrange the Buyer ’s installation date without any given notice, and any costs incurred for things such as loss of earnings will not be covered by Fleming Windows and Doors.
  2. The Company sources third party contractors and installation teams who are all vetted and have the appropriate insurances and experiences relevant. This said, The Company has no direct ownership or influence over their workloads, professionalism and/or dealing on site, and as such accepts no liability for failures in attendance, timings, consumer communication and other potential issues arising on site or pre-installation.
  3. The Buyer is expected to ensure that the relevant installation area and any direct/indirect access is clear and safe for the installation to be completed. This includes, but is not limited to, any live or redundant electrical connections, fittings or wiring exposed or buried within the area, gas or water piping again exposed or buried within the area, furniture, drainage, greenery, wall or floor fittings or any other relevant obstructions within the installation zone. Any damages and/or issues claimed from the Buyer both during or post installation shall be deemed nil and void if not formally documented in writing and duly accepted by the company and where any/all necessary precautions have not been taken ahead of the installation.
  4. Any structural details, site plans or information relating to the installation area not passed to the company prior to installation of which may affect or make the installation unworkable, are held at the liability of the Buyer and as such, any additional scope of works, materials, labour costs and bespoke fabrications will be made chargeable to the Buyer .
  5. The Company accepts no responsibility to damages caused to external or internal brick, render, cladding or fascia fittings that are required to be worked on or fitted to as part of the installation process. It is deemed the Buyer ’s responsibility to ensure that the relevant area is safe and that all weight bearing, and load testing has been conducted prior to any works are commenced.
  6. It is the Buyer ’s responsibility to source an independent third-party contractor to make the final electrical connection for any products purchased from The Company that require an electrical connection to properly function. Where possible, The Company recommend engaging a NAPIT-approved contractor to undertake the works. Electrical connections fall beyond our approved scope of works and, as such, will not be carried out under any circumstances. Should any issues arise due to their work, these would be covered under any warranties provided by the third-party contractor, and not by Fleming Windows and Doors. We will not be held liable for works undertaken by a third-party contractor.

24. Severability

  1. If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by any court or other competent authority, that provision shall be deemed severed from the remaining Terms and Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

25. Complaint Procedure

  1. Should you have a reason to raise a complaint or dispute to The Company either during or post-installation, please escalate your concerns in writing to: Fleming Windows and Doors, Creative Industry Centre, Wolverhampton Science Park, by calling 01902 212882, or through email to hello@flemingwindowsanddoors.co.uk.
  2. Upon confirmed physical or digital receipt of your correspondence, The Company will provide you with an acknowledgement email and subsequent telephone call.
  3. We aim to resolve all complaints within a 28-day period from the date of receipt but may not always have the ability to do so within this time frame. As such, our aftersales team or your account manager will notify you of the next steps along with estimate timescales and what we plan to do to resolve your complaint.
  4. Acceptance of any complaint including but not limited to remedial works, monetary incentives, goodwill gestures or referrals, are accepted from the Buyer as a final resolution of your complaint with Fleming Windows and Doors.
    We reserve the right to take legal action if false or defamatory public content is published. This does not affect your right to raise a complaint or seek redress under consumer law.

26. Finance Facility

  1. Fleming Windows and Doors UK Limited is authorized and regulated by the Financial Conduct Authority. We act as a credit broker, not a lender, and offer finance from a panel of lenders.
  2. The Company work with a panel of lenders to offer suitable finance products based on the Buyer ’s individual circumstances. We do not provide any loans or financing directly, nor can we guarantee our lenders will approve an application for finance, or for a particular product. The decision to offer finance, and the terms under which it is offered, is at the sole discretion of the lenders.
  3. All applications for finance will be conducted online through the lender’s portal. The application will be sent to the Buyer ’s nominated email address by a member of the Fleming Windows and Doors team once they have made the decision to proceed with a purchase. The Buyer is solely responsible for completing the application, and for contacting the lender for clarification on any questions or support. The Company cannot assist with the application itself, nor act as intermediary to facilitate any agreements between the Buyer and the lender.
  4. To facilitate the finance application process, the Company will share necessary personal and financial information with its panel of lenders. This may include (but is not limited to) the Buyer’s full name, contact details, deposit amount, and requested finance amount.
    The Company processes this information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of how we collect, use, store, and share personal data are outlined in our Privacy Policy, available on our website or by request.
    By requesting a finance application, the Buyer acknowledges that their information will be shared with third-party lenders for the sole purpose of assessing their credit application. The Buyer is responsible for ensuring that all personal data provided is complete and accurate.
  5. The credit options available to the Buyer will depend upon their credit status, income, and other financial circumstances. Each lender will have their own criteria for approving an application and may, at their own discretion, request further information before making the decision. The Company has no influence over their criteria, or any decisions made. It is the Buyer ’s responsibility to ensure all information provided to the lender is complete and accurate, and to promptly provide further information they may request.
  6. Fleming Windows and Doors UK Ltd does not provide any financial advice, under any circumstances. It is the Buyer ’s responsibility to seek independent financial advice before entering into an agreement with a lender. We encourage all Buyer s to consider sourcing independent financial advice before entering into an agreement. Any information or recommendations provided by Fleming Windows and Doors should not be considered as financial advice.
  7. We do not receive any commission or remuneration from the lender should the application for finance be successful. For some products, we are required to remunerate a percentage of the agreed finance amount to the lender. Some products will also be cost-neutral. This does not affect the terms of any credit agreement the Buyer may enter into with the lender, nor the lender’s decision to offer the Buyer a particular product. All such decisions are made by the lender and based solely on the Buyer ’s present circumstances and borrowing history.

27. Finance Related Complaints Procedure

Step-by-step complaints procedure If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know. We want to:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

  • In person – call into our office at the address shown overleaf. We are open Monday – Friday from 9am until 5pm excluding bank and national holidays.
  • In writing – write to us at the address overleaf and address your letter to Fleming Windows and Doors UK Ltd, Creative Industries Centre, Wolverhampton Science Park, Wolverhampton, WV10 9TG.
  • By telephone – call us on 01902 212 882 during our office hours and ask for the Customer Services Department.
  • By email – by emailing: hello@flemingwindowsanddoors.co.uk.

How long will it take?

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation. Please see timeframes below:

  • If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
  • For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaint’s procedure.
  • We will advise the complainant on each communication when they can expect to hear from us next.
  • If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
  • We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
  • If we cannot resolve a complaint within 8 weeks, then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service.
  • All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
  • If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
  • If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will:
Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

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