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 in resolving your concerns is limited to a supporting role for partners and focuses on specific issues regarding the performance of our product.
We are committed to supporting you throughout your experience with Schüco partners.
If you have feedback or concerns about your project, please follow 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: Let us know how they did
Feedback form
Whether your issue was resolved quickly or the process took longer than expected, we want to hear about your experience. Your feedback – good or bad – helps us to:
- Recognise outstanding performance and service from our partners
- Understand where improvements are needed
- Identify any recurring issues or patterns
- Ensure all Schüco partners uphold the high standards you expect
Please note: Submitting feedback at this stage will not trigger any direct involvement from Schüco in your individual case. Instead, your feedback is used for our ongoing partner performance review and continuous improvement efforts.
Step 3: 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 4: Escalate your concern and inform Schüco
If you are not satisfied with the partner’s response following your formal written correspondence, escalate your concern in line with their complaints process but also please let us know – we will make contact with the partner at this point to discuss your specific case and understand how we can help them to support it effectively.
- Email: customerresponseuk@schueco.com
- Include your contact details, site address, partner name, a summary of your concerns, actions already taken, your expectations, and document your formal written correspondence with the partner (Step 3).
We aim to acknowledge your escalation within 48 business hours and respond within 5 working days.
Step 5: Involve external parties
If the issue remains unresolved, you may consider involving independent external bodies.
- Schüco can advise you on appropriate organisations, such as trading standards or competent person schemes, for further assistance.