Guarantees & Warrantees
10 Year Richard Thomas Warranty
All Richard Thomas Conservatories & Windows contracts come with a 10 year Richard Thomas warranty. This includes sealed units, frames and all workmanship. Also our design consultants will be able to advise how to look after your new products to ensure maximum longevity.
QANW insurance backed guarantee
All of our conservatories have the option to be registered for an insurance backed guarantee. Established in 1994, QANW is one of the UK’s leading providers of insurance backed guarantees and deposit protection insurance. Please click on the above link for more information.
Your windows and doors will automatically be registered with Certass to receive Certass certification. Membership of the Certass Competent Person Scheme enables contractors to self-certify that their installations adhere to current Building Regulations as an alternative to submitting a building notice to the local authority or using an approved inspector. Please click on the above link for more information.
Customer Service & Complaints Policy
At Richard Thomas Conservatories & Windows we take customer service seriously always striving to provide a first-class service in every respect.
In the event this has not happened and you want to make an official complaint we have a complaints procedure to ensure we handle your complaint efficiently.
1. In the first instance please email [email protected] with the details of the nature of your complaint to our customer care team. One of our team will email to confirm receipt of your complaint within 3 working days and try and resolve the issue directly.
If email isn’t possible, please send complaint by post, we will likewise respond within 3 working days from receipt:
Richard Thomas Conservatories & Windows
151 Barrack Road
2. Following receipt of a complaint we aim to have responded fully within 10 working days, if rectification or remedial works are required the full response would specify timescales. If a meeting or a visit to inspect works is required or requested by either yourself or the company this would be facilitated as soon as practicable.
3. Once the complaint or works are resolved we would request written confirmation that the case is closed.
4. We are committed to resolving your complaint however, if you feel this has not been done to your satisfaction you can contact Certass for an independent investigation of your complaint and the way we have responded. Certass are the body that oversees companies registered under the competent person scheme. Please find Certass contact details below:
Address: PO Box 26332, Ayr, KA7 9BJ Tel No: 01292 292099 Email: [email protected]
In addition where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209.