Complaints Procedure
Glow Homes takes concerns seriously and handles them properly.
We are committed to delivering high-quality systems, clear communication, and a positive experience throughout every stage of working with us. If something isn’t right, we want to know, and we will take the time to address it fairly and thoughtfully.
Our approach
We believe complaints should be taken seriously, handled promptly, resolved fairly, and used to improve how we work. Raising a concern will never affect how you are treated by Glow.
Step 1: Talk to us first
In most cases, concerns can be resolved quickly through open communication. If you have a concern, please contact us with details of the issue and any relevant information. Email: support@glow.homes
We aim to acknowledge all complaints within two working days.
Step 2: Formal review
If the issue cannot be resolved immediately, it will be escalated for formal review. The review will be handled by a senior member of the Glow team, who will consider all relevant information carefully. We aim to provide a full response within ten working days. If more time is needed, we will keep you informed.
Step 3: Further escalation
If you remain dissatisfied after our response, you can request a further review. Your complaint will be reassessed independently within Glow to ensure it has been handled appropriately.
Working with partners
Where a complaint relates to installation or third-party services, we will work directly with our partners on your behalf. Glow remains responsible for managing the process and ensuring issues are addressed in line with our standards.
Our commitment
We are committed to clear communication, treating every complaint with respect, and learning from feedback to improve our services.
Contact details
To raise a complaint or concern, please contact: support@glow.homes
Please include your name, contact details, a clear description of the issue, and any relevant reference information.
A final note
Glow is built on trust, quality, and long-term relationships. If something has not met expectations, we want the opportunity to put it right.
Learn more about Glow Homes and what we do.
About Glow
Our Systems
How Glow Works