Complaints

Tell us. You do not need a form or a reference number, and you do not need to call it a complaint.

• Email us at shop@sw-glass.co.uk.
• Ring us on 0207 751 0011, or come into either branch and speak to the counter.
• Message us on whichever channel you already use — the chat on this site, email, or social messages. They all arrive in the same place, so nothing falls between them.
• For a problem with a specific delivery — something broken, wrong or missing — use the claim form on your order tracking page instead. It routes straight to the people who can remake it, which is faster.

It helps to have your order or invoice reference and a short description of what went wrong and what you would like us to do about it. Photos are welcome and never required.

A named person responds within one business day. Not an automated acknowledgement with a ticket number — a person, who tells you who they are and takes it on. That applies on every channel you can reach us on.

For a claim about a delivery, we go further: you get a decision — remake or refund — within 48 hours. Our system watches both clocks and escalates internally on its own if either is missed, so a complaint cannot quietly go cold because someone was off that week.

Where a complaint needs more digging — a supplier, a batch, a fitting question — we will tell you that within the same one business day, say what we are doing and when you will hear back, and then actually come back to you.

If a remake is the answer, it is opened as a job in the workshop straight away rather than waiting for the paperwork. If a refund is the answer, you get a credit note as the record of it.

If we cannot put things right between us, you are not out of options.

We are not currently a member of an alternative dispute resolution (ADR) scheme, and we are not obliged to use one. We are telling you that plainly because traders are expected to say whether they do, and a vague answer here helps nobody. If we join a scheme, we will name it on this page.

You can get free, independent advice on your consumer rights from the Citizens Advice consumer service, which can also refer a matter to Trading Standards.

If you paid by card or on finance, your card provider may also be able to help.

You keep the right to take a dispute to court. These terms are governed by the law of England and Wales, and if you live in Scotland or Northern Ireland you can bring proceedings in your own country's courts.

None of this is a hurdle we want you to jump. Come to us first — we would much rather fix it.