The Traditional Window Company Ltd

Unfortunately, my good experience with this company ended once I signed the contract and paid the 25% deposit. The company then became slow to confirm the installation dates (suddenly the lead times had extended) as well as to answer my further queries, some of which were of a critical technical nature (despite being provided with only one email address beside the salesperson’s I was at several points berated for ‘directing the wrong kind of question to the wrong person’). This eventually resulted in some of the doors and windows being fitted incorrectly, forced in and distorted, for which the company refused to take any responsibility (offering to put things right but at an extra cost to myself). The MD intervened only to defend his own staff, rebuking me for being a bad customer and the company's general attitude to me made the whole process a thoroughly unpleasant experience I would not want to go through ever again. When it was all over and I paid them in full, I still had to complain to FENSA to obtain the certificate registration from of the company nearly a month after completion of the installation. In a fair and balanced summary, I would say that The Traditional Window Company supply a good quality product that is sadly marred by their poor standard of fitting, sloppy workmanship, a litany of order blunders, inadequate audit trail and confused account keeping, all made much worse by their arrogant and dismissive attitude towards the paying customer. I would also add that they do not seem to abide by the terms set out in their own contract by having allowed an installation to go ahead despite concerns expressed by their fitter on the day. By all means order your windows from The Traditional Window Company if you desire a quality product at a premium price and are prepared to put up with the uncertainty and the stress involved in getting it fitted correctly. The last chapter of this saga is that the company's insurer will not activate my policy until I have declared my full satisfaction for the installation, which is something I reject and intend to follow up with an insurance ombudsman. I am now going to simply list the indisputable facts so you can draw your own conclusions: • The French doors were fitted about half an inch off centre, leaning by around an inch (top compared to bottom) and slightly bowing out. This has been blamed on myself/my builder • The frame of the French doors was left with shiny glue visible on parts of it • The window glazing was originally supplied with the wrong colour spacers* • The first set of windows was originally supplied with the wrong handles* • The kitchen door door was originally fitted with a cracked panel* • The front door lock cover was originally supplied with the wrong type** • One of the window locks did not operate correctly in the vent position** • The front door was nearly fitted in a way that would not have allowed for the new flooring explained at the original survey. However, this was averted by my builder being on site • One of the window boards was left behind and never even fitted by the company • Some of the window boards (charged at £50 per metre) have been left with a rough unpainted finish • One window was fitted with a liner in the top reveal which slopes by half an inch to the left compared to the right hand side, resulting in a bow in the middle • Some of the other windows were not fitted to true plumb • The company did not register for the FENSA certification within 20 days following the completion of the installation, as required by law. Registration took place after my intervention with FENSA * These were corrected three months later ** These were corrected five weeks later

I have been using this company for over twenty years and they have been excellent in every respect. I understand the firm went through some difficulties recently. But I have just used them again and am pleased to say they are back on track. Workmanship and reliability were top class. They are using their own original fitters who are very experienced and competent.