Complaint Support Guide

If you are seeking resolution to a concern you currently have, it is important to engage directly with the company your contract is with – they are in the best position to provide a quick resolution. The involvement of Schüco is limited to a supporting role for partners and focuses on specific issues regarding the performance of our product.

If you have concerns about your project, we suggest following these steps:

Step 1: Engage directly with the partner

Start by raising your concern directly with the company you have a contract with.

• This could be a conversation or phone call with their office, or even a discussion with the fitter while on site.
• To ensure there’s a record, please follow up your conversation with a brief email summarising your concern and any agreed next steps.
• Reference your original agreement or specifications as needed.

Step 2: Submit your concern formally to the partner

If the issue isn’t resolved informally, submit a formal complaint following the partner’s official complaints process.

• Check the partner’s website or request details of their complaints procedure to ensure you follow the correct steps.
• Clearly describe your issue, the outcome you want, and your expected timeframe.
• Attach any relevant photos or documents as evidence.

Step 3: Involve external parties

If the issue remains unresolved, you may consider involving independent external bodies or processes listed below.

• A competent person scheme that the installer is a member of, for example FENSA, CERTAS, Assure etc.
• Glass and Glazing Federation arbitration scheme
• Consumer Rights Act 2015
• Your payment provider, Section 75 for Credit Cards or Payment Dispute for Debit Cards

If you feel the need to undertake any of these steps with a Schüco Residential Partner please let us know, although we are not able to engage directly with a complaint or dispute it helps us monitor the quality of our network.