FENSA Approved
Trade Counter in Store

Your Feedback Matters – View Our Complaints Procedure

Complaints procedure

We always endeavour to provide the best service and products for our clients. However, on rare occasions, we recognise that there may be times where our customers may not be entirely satisfied.

On completion of the installation, our lead fitter will invite you to inspect the work to ensure everything has been carried out to our usual high standards. If you are unavailable, please perform your inspection as soon as possible after the completion of the works.

To ensure we can put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

If there are any queries with the job while the installation team are on site, please address them with the team, who will be able to sort out most issues, or refer them to the manager if needed.

Making a complaint during the installation or after:
In the unlikely event that you have cause to a complaint, please see our complaint procedure below:

Please telephone the relevant branch and ask to speak with the relevant person for that branch –

Kingsbridge – Daisy Woodman
Joinery – Jack Evans
Kingsbridge – Samantha Crockford
Kingsbridge - Mike Keay
Kingsbridge – Ross Wylie

If you are having issues during products being fitted, we will look to resolve them while our team is on site. If it is after products have been fitted our team will look to book one of our Service Engineers or Fitting Teams to come back out to resolve the issue. We aim to do this within 7 days however this may not be possible and you will be offered the earliest available appointment.

Should you still have an unresolved issue after speaking to our branch team -

Should you be unhappy with the resolution offered at this stage you can write to the Directors by emailing directors@Breakwater Windowsjoinerygroup.co.uk or you can send a letter by post to Unit 3, Old Station Yard, Yard Industrial Estate, Kingsbridge TQ7 1ES. Your complaint will be acknowledged and responded to as soon as possible.

If you are still dissatisfied having followed all the stages of our internal complaints procedure, you may apply to the Competent Person Scheme below with who we are a member. They will carry out an independent investigation of your complaint. Please write to the following address or use the telephone, fax or email details below;

Competent Person Scheme Details:

Fensa Ltd
40 Rushworth Street
London
SE1 0RB
020 7645 3700

WHAT OUR CUSTOMERS SAY

I recently had my patio doors replaced and was extremely pleased with the service from start to finish. The team were helpful, friendly and kept me fully informed throughout the process. The workmanship was excellent, and the new doors look fantastic. They also left everything spotless, which was greatly appreciated. I would highly recommend this company to anyone looking for quality work and outstanding customer service.

Rachael Peabody
google.com

Thank you to Dan and Clint for doing such a wonderful job on our conservatory. They replaced the old, single-glazed wooden windows and doors with double-glazed UPVC, which looks amazing. They also explained how all the locks and settings work, and advised on an old door I was having problems opening. Thanks also to Matt for getting us a good price and helping us match the ‘faux casement’ look of our old style but with windows that open really wide (the conservatory is cool and breezy for the first time in years!) and for always getting back to us promptly. We look forward to working with the team again on our garage window.

Frances A Peck
Google.com

The team were very friendly and helpful and the team that visited us at our home went above and beyond in not only helping with our broken glass in our door but also helped with issues we were facing with older doors, it’s always great to find a company and team that go above and beyond the standard! Would definitely use again.

Alison Elizabeth
Google.com

Dan and Clint did an excellent job changing all the windows in our apartment. They worked tirelessly and were courteous throughout. We are delighted with the result. Thank you to the Breakwater team

Matt Lawrance
Google.com

Great service from Breakwater windows. Samantha in the office was really helpful and patient with guiding me through the different options, and extremely patient with our endless changes of mind! Dan did a great job with what was quite a tricky installation, fitting below a velux and we're really happy with the finished result. Will definitely use again, thank you so much.

Helen Green
Google

Fantastic service from start to finish. Extremely competitive prices and loads of choices. The team truly cannot do enough to help and try hard to give the best products and services they can. Will definitely use them again! Matt, Teignmouth

Matthew How
Google.com

Get in touch with us to book a free home appointment and receive a no-obligation quotation. Alternatively, start designing your dream windows and doors today using our user-friendly online design software. From aluminium windows to uPVC doors, we have just the choice for you. Your perfect home improvements are just a click away!

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Breakwater Windows specialises in the supply and installation of uPVC, aluminium, and timber home improvement products for residential and commercial customers across parts of the South Hams.