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How to Complain to Anglian Home Improvements
Anglian says you can complain by email or post, and its procedure document adds live chat and phone. It says it will acknowledge a complaint within 5 working days and give its intended resolution within twelve weeks, or explain why that is not possible. If it is not put right, you can take it to Glass and Glazing Federation (product and service complaints); Financial Ombudsman Service (financial services complaints).
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Anglian Home Improvements
How to Complain
Anglian says you can complain by email or post, and its procedure document adds live chat and phone. It says it will acknowledge a complaint within 5 working days and give its intended resolution within twelve weeks, or explain why that is not possible. source
When You Can Escalate
Within 6 months of the final response for the GGF; for financial services, within 6 months of the written response or if none arrives within 8 weeks Scheme: Glass and Glazing Federation (product and service complaints); Financial Ombudsman Service (financial services complaints). source
The Work Itself
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Price and Timing
If the price was not agreed you only have to pay a reasonable price (s.51), and if no time was agreed the work must be done within a reasonable time (s.52). source
Time Limit for Problems
You have up to 6 years in England, Wales and NI (5 in Scotland) to report problems with services, even if not immediately obvious. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to Glass and Glazing Federation (product and service complaints); Financial Ombudsman Service (financial services complaints)Or sooner if Anglian Home Improvements sends a final (deadlock) response
- 14 daysCancel an at-home, phone or online contract for building or decorating work14 days starting the day after the contract is made
- 12 monthsExtended cancellation period if the trader did not give required informationUp to 12 months plus 14 days
- 14 daysRefund after agreed cancellationWithin 14 days once agreed
- 2 weeksFHIO: business must reply once contactedWithin two weeks (FHIO states this for the response phase)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Anglian Home Improvements in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Glass and Glazing Federation (product and service complaints); Financial Ombudsman Service (financial services complaints).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
Anglian Home Improvements Complaints
Always start here, in writing.
Glass and Glazing Federation (Product and Service Complaints); Financial Ombudsman Service (Financial Services Complaints)
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
The procedure says financial services complaints are handled separately by its Compliance Department, with a written response within 8 weeks. It also says ASHI Group Limited is registered with The Glazing Arbitration Scheme.
Work must be done with reasonable care and skill and, if no time was agreed, within a reasonable time (Consumer Rights Act 2015).
Take dated photos of the problem, and keep the quote, contract, invoices and messages.
Do not pay the final balance until you are satisfied. If you must pay, say in writing that you are paying under protest.
Consumer Protection UK is independent and is not connected to Anglian Home Improvements. This guide uses information published by Anglian Home Improvements and the schemes named here. All product names, logos and brands are property of their respective owners.
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- anglianhome.co.uk/legal/complaints-procedure Checked 4 October 2026
- anglianhome.co.uk/-/media/ahi/misc-pdf-files/complaints-procedure-v15.pdf Checked 4 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- legislation.gov.uk/ukpga/2015/15/section/51 Checked 12 October 2026