We understand it can be frustrating if work on your home doesn’t meet expectations. FENSA may be able to help you resolve issues with a FENSA Approved Installer, provided the following criteria are met:
Your installation:
Was completed by a FENSA Approved Installer who is still trading
Was completed less than six years ago. FENSA can only look at complaints that have been received by our team within six years of the original installation work's registration with us
Involved the installation of replacement windows and/or doors in a habitable area of a domestic building
The complaint:
Relates to non-compliance with Building Regulations
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You have already made a reasonable attempt to resolve the issue directly with your installer
For more guidance, see: If your installer is refusing to carry out remedial work to rectify non-compliance with Building Regulations
How to raise a complaint with FENSA
If your issue meets the criteria above and you have not been able to achieve a satisfactory resolution with your installer, you may contact the FENSA complaints team.
Please email complaints@fensa.org.uk with the following information:
The FENSA certificate number or the full name and address of the property
The company details of the installer
A brief outline of the issues relating to Building Regulation non-compliance
Our complaints team will then:
Determine whether the issue falls within FENSA’s remit
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Engage the installer through our complaints resolution process
FENSA aims to respond to complaints within 5 working days, though at busy times it may take slightly longer.
If you would like independent advice about your installation, we recommend contacting a company that provides independent inspections and expert witness services, such as RISA Inspections and Auditing.