Committed To Customer Care

How we deal with enquiries and complaints

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Make sure you are happy with how your complaint was handled


How and where to complain:

If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:

  • Online - use the Customer Support form below
  • In Person - Unit 15, Woodside Road, South Marston Industrial Estate, Swindon SN3 4WA
  • In Writing -  Write to us at the above address, letter addressed to The Complaints Department
  • By Email - andy@twcframes.co.uk
  • By Telephone – 01793 781413


How Long Will It Take?

We will aim to resolve your complaint straight away but if we can’t we will contact you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly but if it’s complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.


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