Did we get it wrong?

You should receive excellent service from Autoglass^® as we always aim
to do our best; however there are times when things go wrong.

If you have a complaint, we will take it seriously, work hard to resolve the
problem and do everything possible to make any necessary improvements
to our policies, processes and procedures.

Please make us aware of your complaint using one of the ways listed below and an experienced Customer Service Specialist will be happy to help you.

Here's how to get in touch:

Letter

Send your letter to our Customer Service Management team at:
Autoglass^®
1 Priory Business Park
Cardington
Bedford
MK44 3US

What will happen with your complaint?

Autoglass^® operates a single step complaint process. This means that once we’ve provided a decision to you, if you are unhappy with our decision you can choose to refer your complaint directly to the Financial Ombudsman Service (FOS).

As part of our complaints promise we will:

Treat you fairly.
Have a dedicated expert to take responsibility and deal with your complaint.
Use your experience and feedback to make our service and products better.

If you’re unhappy with the outcome or we’ve been unable to resolve your complaint within 8 weeks you may ask the Financial Ombudsman Service (FOS) to carry out an independent review.

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within 8 weeks.

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within 6 months of the date of Novuna’s final response letter to you. Details on how to contact the FOS are below.

You can contact the FOS in these ways:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

0300 123 9123 (free from most mobiles)

0800 023 4567 (free from landlines)

You can send an email to:

complaint.info@financial-ombudsman.org.uk

Or you can log on to their website: