FENSA’s role is to ensure compliance with Building Regulations for certain installations, so we cannot get involved in complaints that relate to:
Customer service or care
Compensation, guarantees, or contractual issue
In some cases, we may be able to assist if your installer is also a TrustMark member.
FENSA’s remit also does not cover:
Work on new build properties
Porches or conservatories
What should I do if my issue isn’t covered by FENSA?
Contact your installer first
Write to your FENSA Approved Installer, explaining the issue and giving them a reasonable time to respond.
Follow the installer’s complaints process
If the matter isn’t resolved, follow their formal complaints procedure.
Seek external advice if needed
For general guidance, visit the Citizens Advice website.
For issues with new builds, contact your Local Authority Building Control.
For issues with porches, conservatories, or other consumer matters, contact Trading Standards.