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

Our aim here at Permaframe is to always provide a high quality and efficient service for all our customers and we recognise that things can unfortunately go wrong occasionally.

We take any complaints and concerns that we receive very seriously and aim to resolve them efficiently and speedily, the sooner you bring any concerns to our attention the sooner we will resolve them.

Permaframe will always comply fully with the terms and conditions of our contractual agreement and guarantee as we appreciate and value all our customers.

On receipt of your complaint, whether received by telephone, letter, email or fax, it will be investigated by our Customer Services Department and allocated to the most appropriate department/ person to address and resolve the issue.

How to make a complaint

If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.


Frome Showroom
Permaframe Home Improvements
Unit B4, Southgate
Commerce Park
Somerset BA11 2RY


Complaints Department
Permaframe Home Improvements
Unit B4, Southgate
Commerce Park
Somerset BA11 2RY


Tel: 01373 794000

Complaints can also be submitted using our online form which appears at the bottom of this page.

The complaints handling procedure:

Action we will take:

  • Acknowledge your complaint promptly.
  • Advise you clearly who is investigating your complaint and provide you with a contact name and telephone number.
  • Carry out a thorough investigation into the matters you have raised and implement the appropriate action.
  • Ensure that all correspondence and communication is clear.
  • Maintain contact until all rectification / remedial works are complete.
  • We will enter the details of each contact on our database so that whoever may take your call will be aware of the situation and will be able to handle your calls efficiently

If we cannot reach agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to:

Replacement products that do not meet building standards.

FENSA ensures compliance to Building Regulations for like for like replacement windows and doors with at least 50% glass at time of installation and are complete and registered as compliant.  The contact details are

New products or service.

Conservatories, porches, new build properties, new extensions, soffits & guttering, customer care, quality, product, compensation, guarantees, contractual and financial issues are the concern of The Glazing Arbitration Scheme (TGAS).  If your grievance falls into any of these categories you should email and your case will be assessed.

The Glazing Arbitration Scheme (TGAS) is an independent ADR (alternative dispute resolution) scheme, which is the primary ADR scheme for the Glass & Glazing industry, plus other glazing related and home improvement products. TGAS is operated by a Chartered Trading Standards Institute certified ADR body, the Centre for Effective Dispute Resolution (CEDR) and can be used as an alternative to the small claims court if claiming some kind of financial recompense (ie If your case is within the remit of TGAS, you will be sent the joint application forms.

Information on ADR, TGAS AND CEDR is available at


Simply complete the form below. Please ensure you supply all the details of your complaint so we can take action as soon as possible.

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Speak to our Customer Services Team on 01373 794000.

Our friendly team will be pleased to help with any questions you may have.