I have a problem with my window or door installation. What should I do first?
Your first step should always be to contact the installation company that carried out the work. Explain the issue clearly and give them the opportunity to resolve it through their own complaints process.
When can FENSA help with a complaint?
FENSA may be able to assist if you have been unable to resolve the issue with your FENSA Approved Installer and all of the following apply:
The work was completed by a FENSA Approved Installer who is still trading
The installation was completed less than six years ago
The work involved window or door replacement in a domestic property in England or Wales
Your complaint relates specifically to compliance with Building Regulations
If these criteria are met, your complaint may be eligible for review by FENSA.
What is FENSA’s role in the complaints process?
If a customer of a FENSA Approved Installer raises a complaint relating to non-compliance with Building Regulations, and it cannot be resolved directly with the installer, the complaint may be escalated to FENSA.
Our process works as follows:
We receive the customer’s complaint.
We review the information to confirm it relates to Building Regulations compliance.
If eligible, we send the details of the complaint to the installer.
The installer is given the opportunity to respond.
We assess the information provided and determine the most appropriate course of action to achieve Building Regulations compliance.
What falls outside of FENSA’s remit?
FENSA is unable to assist if the complaint relates to any of the following:
Issues not connected to Building Regulations
Installations in commercial properties
Domestic new builds, new build extensions, or commercial work
Customer care issues, product quality, compensation, refunds, contractual disputes, or guarantees
Work carried out on conservatories, porches, or buildings outside the main footprint of the property
Installations that required planning permission
Who should I contact if FENSA can’t help?
If FENSA is unable to assist, we recommend:
Continuing to try to resolve the issue directly with your installer
Seeking independent advice via the Citizens Advice website
Contacting Trading Standards for further guidance
Alternatively, your installer may be registered with an Alternative Dispute Resolution (ADR) provider such as TGAS, which you can contact directly.
How do I make a complaint to FENSA?
If your complaint relates to a FENSA Approved Installer and you believe your installation does not comply with Building Regulations, you can submit a complaint via our complaints form:
🔗 Complaints link: https://www.fensa.org.uk/Complaints
To help us progress your complaint, you will need to provide:
Your FENSA certificate number, or the full property address including postcode
The company details of your FENSA Approved Installer
A brief outline of your complaint
Once submitted, a member of the FENSA team will be in touch within 5 working days of receipt.
Who should I contact about a complaint?
If your enquiry relates to an open consumer complaint, please contact our Complaints team at complaints@fensa.org.uk.
If your enquiry relates to TGAS (The Glazing Arbitration Scheme), please contact tgas@fensa.org.uk directly.