Complaints Handling Policy

Horizon Windscreens Ltd aims to provide a professional, reliable and technically competent vehicle glass and ADAS service.

We recognise that concerns can sometimes arise. When they do, we want customers to be able to raise them easily and have them considered fairly, promptly and professionally.

We use complaints not only to resolve individual concerns but also to identify opportunities to improve our service, processes and working practices.

A complaint is an expression of dissatisfaction about Horizon's service, work, communication, conduct or handling of a matter where a response or resolution is reasonably expected.

This can include concerns relating to:

• vehicle-glass workmanship;
• ADAS calibration or diagnostic work;
• customer service or communication;
• delays or appointment handling;
• charges or invoicing;
• vehicle condition or alleged damage;
• warranty or guarantee concerns; or
• another aspect of a service provided by Horizon.

A simple request for information or routine warranty inspection will not necessarily be treated as a formal complaint unless the customer is expressing dissatisfaction.

Customers can raise a complaint with Horizon by:

• telephone;
• email;
• the contact facilities available through our website; or
• in writing.

You do not need to use specific legal language or complete a particular form for us to recognise a complaint.

To help us investigate efficiently, please provide where available:

• your name and contact details;
• vehicle registration;
• relevant job/invoice/quote reference;
• a description of the concern;
• when the issue occurred or was discovered; and
• any photographs or other information you believe may be relevant.

If you do not have all of this information, you can still contact us.

We aim to acknowledge a formal complaint within 2 working days of receiving it.

Where possible, straightforward concerns may be resolved immediately without requiring a lengthy formal investigation.

The nature of the investigation will depend on the complaint.

Where relevant, Horizon may review:

• quotation and booking information;
• technician/job records;
• pre-work and post-work inspections;
• vehicle-condition photographs;
• glass/component information;
• communications and authorisations;
• diagnostic scan evidence;
• ADAS calibration reports;
• supplier or technical information;
• invoice/payment records; and
• information provided by the customer.

We may need to inspect the vehicle before reaching a conclusion about a workmanship, damage, leak, ADAS or technical complaint.

Customers should provide Horizon with a reasonable opportunity to carry out that inspection.

We aim to provide a substantive response or proposed resolution within 10 working days of receiving a formal complaint.

Depending on the circumstances, our response may:

• explain what our investigation found;
• request further information;
• arrange a vehicle inspection;
• propose remedial work;
• confirm that work is covered by our Lifetime Workmanship Guarantee;
• explain why an issue is not considered to result from Horizon's work;
• correct an invoice or administrative error where appropriate; or
• propose another reasonable resolution.

We will not automatically accept or reject responsibility before the available evidence has been considered.

Some complaints may reasonably take longer than 10 working days to conclude.

For example, we may need to:

• inspect the vehicle;
• obtain technical information;
• obtain supplier information;
• investigate an intermittent fault;
• review diagnostic or calibration evidence; or
• wait for information reasonably required to reach a conclusion.

Where this happens, we will explain the reason for the delay and provide an updated timeframe.

Where a complaint concerns suspected installation workmanship, Horizon should be given a reasonable opportunity to inspect the vehicle and determine the cause.

If the issue is confirmed to fall within Horizon's Lifetime Workmanship Guarantee, we will arrange appropriate rectification in accordance with that guarantee.

Except where an urgent safety situation makes this unreasonable, customers should contact Horizon before commissioning third-party remedial work and seeking reimbursement from us.

This does not affect statutory consumer rights.

An unsuccessful calibration or unresolved diagnostic fault does not automatically establish defective workmanship.

ADAS and diagnostic outcomes can be affected by pre-existing vehicle faults, damaged components, geometry, coding/software issues, previous repairs and other vehicle conditions.

Where a complaint concerns ADAS or diagnostic work, Horizon will review the work performed and relevant technical evidence to determine, as far as reasonably possible, whether the concern relates to:

• Horizon's work;
• an underlying vehicle condition;
• a subsequent event or repair; or
• another cause.

If Horizon's work was performed incorrectly, Horizon remains responsible for addressing its own work.

Relevant jobs may include pre- and post-work vehicle-condition inspections and photographic records.

Where a complaint concerns alleged vehicle damage, these records may be reviewed alongside technician notes, customer information and other relevant evidence.

Horizon's inspections relate to the condition relevant to our instructed work and are not whole-vehicle mechanical or safety assessments.

Where a complaint cannot be resolved through the initial handling process, it will be escalated to the Director of Horizon Windscreens Ltd for review.

Technicians may explain the technical work they performed and provide information for an investigation, but they are not expected to make decisions about liability, compensation, commercial credits or formal complaint outcomes on site.

This helps ensure complaints are handled consistently and fairly.

Where Horizon determines that action is appropriate, the remedy will depend on the circumstances.

It may include:

• correcting or completing work;
• carrying out covered remedial work;
• replacing or refitting a relevant component where appropriate;
• correcting an invoice;
• refunding an appropriate amount;
• another reasonable resolution; or
• explaining why no remedial action is considered due.

Any remedy will reflect the circumstances and Horizon's legal obligations.

Horizon will maintain appropriate records of formal complaints.

These may include:

• date received;
• nature of the complaint;
• relevant job/customer reference;
• evidence considered;
• investigation undertaken;
• communications with the customer;
• outcome/resolution;
• corrective action; and
• date closed.

Complaint records will be retained in accordance with Horizon's Data Retention Schedule.

Where a complaint identifies a genuine issue, Horizon will consider whether action is required beyond resolving the individual case.

This may include:

• technician feedback or training;
• changes to inspection procedures;
• changes to job documentation;
• supplier review;
• equipment/process review;
• changes to customer communication; or
• updates to Horizon's policies or working procedures.

Recurring complaint themes should be reviewed to identify opportunities for improvement.

Complaints will be considered on the available evidence and circumstances.

Customers will not be treated adversely simply because they have raised a complaint.

Horizon expects communication during the complaints process to remain reasonable.

Abusive, threatening or discriminatory behaviour towards Horizon staff does not have to be accepted, although raising a legitimate complaint firmly or persistently is not, by itself, unreasonable behaviour.

Personal information used during complaint handling will be processed in accordance with Horizon's Privacy Notice and Data Protection Policy.

Complaint information will only be accessed or shared where reasonably necessary for investigation, resolution, legal obligations or legitimate business purposes.

Where specialist suppliers or technical providers need to assist with an investigation, only information reasonably required for that purpose should be shared.

A complaint specifically concerning how Horizon has used or handled personal information will be handled in accordance with Horizon's data-protection complaint procedure and applicable UK data-protection requirements.

This may involve different statutory timescales or requirements from Horizon's ordinary customer-complaint targets.

Using Horizon's complaints process does not remove any statutory rights or prevent a customer from obtaining independent consumer or legal advice.

Nothing in this policy limits rights that cannot lawfully be restricted.

Complaints should be directed to:

Horizon Windscreens Ltd For the attention of: Director

Current telephone, email, postal and website contact details are available through Horizon's Contact page.