“Avoid Anglian and use a different company.
Go with a locally recommended company or look on the Which website for a trusted trader. You will pay considerably less, have them installed sooner, and receive far better customer service.
We had new windows installed by Anglian 8 months ago and they unfortunately installed the wrong windows. Mistakes happen but it’s how this company treats the consumer that really bothers me. After initially registering the complaint they just stopped all communication. Calls and emails are completely ignored. Terrible customer service and they ignore their own complaint procedure guidelines. They’re supposed to reply within 8 weeks. It’s been 8 months.
To rub salt into the wound they recently called. I thought they were finally replying but no, they were just trying to sell me even more Anglian products. Really?! You can’t be bothered to contact me about the wrong windows you put in but you can find the time to try and sell me even more Anglian products!
Avoid Anglian at all costs.”
“I ordered 6 replacement timber-framed windows from Anglian and paid my deposit. At the time, they quoted a 6-8 week delivery and assured me that I could have them in the same colour as my existing windows (just a standard Dulux Weathersfield colour). Then the surveyor came and said he wasn’t sure about a colour match and delivery would be closer to 8-10 weeks. Then they said that they couldn’t match the colour and it had to be a standard RAL colour, and I’d have to buy an RAL chart book and let them know which I wanted. I did so, but the samples were nowhere near to my existing windows. Then, like previous customers, I was ‘ghosted’ and no-one replied to any emails or phone calls. Nothing happened for months, until I contacted their trade association (the Glass and Glazing Federation), when I finally got a response to say that, yes, that could match the colour after all and they then sent me acceptable samples. After further ‘ghosting’, and numerous formal complaints, I eventually got a delivery date - just a couple of days short of a year after I had paid the deposit! The installation was a disaster! The scaffolders arrived a day after he fitters, most of the windows had some minor damage, the ‘trickle vents’ were the wrong colour, they used huge amounts of silicone sealant (which looked a mess), broke roof slates and gutters and left a load of clearing up to do. I complained immediately - and was ‘ghosted’ again. Then, almost 6 months later, I got an email with a proposed date to fix the problems with “my recent installation”. I declined the proposed date and said I wanted to speak to a manger to agree the work required and to discuss compensation. Guess what - no returned call and their guys turned up on the proposed date anyway (without scaffolding)! I sent them away - and then I got some returned calls. I still got no joy, so threatened legal action. Then I spent months arguing with their legal department about my “minor issues”. They insisted that I paid the outstanding balance and then claimed on my guarantee! I refused and, after prolonged argument, suggested that they carry out their threat of court action for non-payment! They didn’t and agreed to fix the problems before I paid, and agreed a modest (in my opinion) discount. After just short of 2 years since I paid the deposit, I got the windows, roof and gutter fixed and, in a few days, was chased for payment. Dreadful, terrible, rude, inefficient and, without doubt, the worst people I have ever dealt with. DO NOT GIVE THESE SHARKS YOUR BUSINESS - YOU’LL REGRET IT”
“Got new conservatory 21 years ago and still looks great, 2 days after it was finished it rained and roof leaked phoned them up came next morning to repair no problems since, got new windows 4 years ago no problems there ,need new front door rep coming Sunday probably buy that as well, so far anglian has been great.any problems we've had like blown windows have been replaced quickly and no questions asked,really good customer service.”
“Honestly do not touch this company, I’ve waited 3 months to review but I’m once again disappointed today at another missed appointment. Patio doors fitted in July after repeated changes to installation dates, following installation we found chips and scratches on the frames which were rosewood coated and a scratch to the glass, took 10weeks and I can’t count how many emails and calls to get someone out, appointment made to undertake repairs missed, awaiting new date. Always like to give companies a chance to recover as we can’t always do things right first time but this is just a car crash of a company to deal with, stay clear”
“To all my dear NHS colleagues, your families and friends. Take my sincere and honest advice: Do not use this company. I note they have done good reviews elsewhere. But in my experience the gamble is not worth it. FIVE years of stress. Please avoid if you value your sanity.”
“Terrible service, moved everything for them to do the job after a surveyor signed off with the house being deemed safe, contracors refused to do the work today after rearranging everything and for someone to be home while I work, absolutely appalling!!!”
“Hi refused to come out to repair patio doors said too old, never got to speak to anyone they hide behind internet, shame on them, also front door handle came off same no response other than to say too old do not do repairs. Be warned no repair service.”
“So today the customer harassment continues. Dave, just because I haven’t spoken to you personally before doesn’t mean I have not asked repeatedly since March 2022 to be removed from Anglian windows contacts list. Do I need to speak to the whole of the sales team before this message finally gets through?? I hope you did record our call, as now I will follow up with my legal advisors about stopping this continual harassment. For potential clients thinking of using this awful firm- Don’t.”
“Fitters show up then find a reason not to do job. Surveyors fail to spot potential problems. Complaints are ignored. Workmanship shoddy. Overpriced. Don’t touch with a barge pole!”
“We gave a deposit of 2K ++ which they refused to return after failing to deliver on numerous occasions. We went to court as they sued us for the price of the bifolding doors. We have now paid almost 12K including solicitors fees for a small lintel frames without the glass in and now have to pay for installation. DONOT DO BUSINESS with them”
“Where do I begin? If you live in Hampstead Garden Suburb, just know that this company failed to get permission from the Trust to carry out work to replace my windows. Even though they assured me that they had completed works on windows “lots of times” in the suburb and had “never been refused before”, they wasted months of my time and failed to deliver. The nightmare doesn’t end at that point. Time and time again I was promised a “full refund” should the works not be carried out successfully. After months of waiting, a refund was received minus £997, which a very rude and obnoxious ‘sales manager’ informed me was a “non-refundable survey fee”. Unfortunately, Anglian fails to inform you of that either verbally nor within the contract verbiage. After complaining to both head office and customer services, I was informed that the local team is not responding to their own head office! How much worse could this company get?
Please take care when reading their reviews! Consider which are real and which are fake!
For anyone who is facing a struggle with Anglian, please take the following steps:
1. Complain to them. When they ignore you, move on to the next steps:
2. Report them to:
The Chartered Trading Standards Institute by calling their Consumer Helpline at 0808 223 1133.
The Financial Ombudsman Service at complaint.info @ financial-ombudsman.org.uk
Do not sit back and let them rip you off or steal your money!”
“Terrible Service - Caution!
Show extreme caution when dealing with this company. In an age of putting the customer first with no-quibble refunds, they refused to refund my deposit for what I believe was a genuine reason. I WOULD NOT PERSONALLY RECOMMEND THESE AS A CHOICE FOR YOUR REPLACEMENT WINDOWS!”
“I rarely write reviews but feel compelled to alert potential future clients of Anglian Windows of the shocking service we experienced. This will seem a long review but in no way reflects the protracted list of issues we experienced from start to finish over 14 months, however I will try to keep this succinct.
We chose Anglian after several quotes and lots of research because of their assurance of “unparalleled levels of customer service” and quality of materials and workmanship. Regrettably, nothing could be further from the truth.
We placed our order in May 2021 and a survey was completed in June, we scrutinised this and found it to be incorrect, the revised version was also incorrect so this took 3 attempts.
The installation was delayed until Sept and during and after this a large number of snags were identified by both the fitters and ourselves. These included scratched windows with scuffed/chipped upvc frames; faulty locking mechanisms & handles; so called ‘easy-clean’ openers were almost impossible to budge; some windows badly fitted with twisted rubber seals and water pooling after first rainfall. The scaffolding was unsafe according to the fitters and I spent weeks scraping up silicone sealant from the perimeter of the house. We were asked to send comprehensive evidence including a list of all snags and images which took some time. We then spent the next couple of months chasing this up with little or no response, and finally got an engineer visit to rectify the faults in Nov 21, which unfortunately only rectified a few issues as the engineer had not been properly briefed and had forgotten the correct windows and parts to replace. This was followed by a further 4 failed engineer visits up to June 2022, all with equally similar experiences.
Communication over this protracted period was shocking, I tried relentlessly to contact the NW branch, based in Stockport, the phone is never answered (I since learned the national team can never reach them either). After many e-mails and phone calls I escalated to the national customer support team who were very supportive, however the regional branch has full autonomy in handling their own complaints so when it goes wrong the national team are in effect powerless to intervene. At one stage I wrote a polite email to the NW branch expressing our disappointment and copied this to the Senior Customer Services manager, Director of Operations, and 11 other senior personnel and didn’t receive a single response from anyone. When I eventually reached a senior customer operations manager from NW branch, he told me in a rude manner he was too busy to deal with this and it was also proven on two occasions I was deliberately misled by this manager. This appears to be a culture which is deeply embedded within the NW branch of Anglian.
I finally wrote to the CEO in Norwich and thankfully was contacted by their national lead for customer operations who was very helpful but also was unable to really expedite the protracted issues or resolve the problems. By now I had lost approx. £700 in lost salary taking time off for engineer visits (they say they can arrive anytime between 8am-5pm and normally arrive around 4pm if at all). I politely requested some compensation as this was entirely out of my control and they offered me £50 – I declined and chose to seek legal advice, after which they eventually offered £250 which I accepted in protest as I was completely exhausted with the whole experience. Even this was a shambles as they incorrectly completed a cheque which my bank invalidated, and Anglian didn’t even pay postage so I had to retrieve it from the Royal mail sorting office and pay their fees!...you just couldn’t write this!!
The snags were finally completed almost 12 months after installation, after experiencing a year of significant stress, inconvenience and lost salary. Finally, if you do go ahead and trust the other reviews in Anglian’s glossy brochures (like we did) make sure you receive your FENSA certificate and guarantee, something else we had to chase up for months, not suprising given the appalling quality and shocking workmanship / customer operations from the NW branch.
My advice…don’t consider this shambles of a firm for a single second!!!”
“have been constantly ignored from this company and have been sent quotes that do not make sense. Their pricing is dodgy and I will be reporting them to citizens advice. They are not honest and quite ignorant. The General Manager, Ian, even raised his voice at me when I was telling him the quotes do not make sense. I would not recommend them if they were the last window and door supplier on the planet.
In response, I have placed complaints hence why the GM contacted me. Clearly you do not respond to complaints. I placed once via general email and one via the sales bloke that took over from all my initial issues. That salesman that took over, before the GM called me, is the best person in your business, the rest seem beyond incompetent. This complaint is not about a local team only; I complained two ways and even your head office (main email) ignored me. Have some respect and pride in your work than blame the local office. Incompetence and ignorance again”
“Anglian employ unqualified fitters, they come from all types of different backgrounds, example, if you have tools you can become a fitter, no training given, just learn on site with another barely qualified fitter, The service Engineers who are sent out to repair plastics etc, are just the same, one guy joined he was never even in the building industry, he was a warehouse man, they gave him a van and said off you go with a list of addresses, the Management are arrogant, and have no idea how to deal with customers complaints, I know this as I am an ex employee of Anglian, I left because the politics was shocking, bullying is rife, another manager threatened to hang himself the bullying was so bad, senior manager just turns a blind eye to everything, the only people who suffer are the customers, they told us to try negotiate as little money as possible to award to the customers, all you have at Anglian Weybridge branch are staff who dint care, are there just for the pay day, most management are almost retired, or should be but are hanging on because they need the money! My advice go elsewhere, the product is terrible, customer service is even worse, avoid like the plague”
“The follow up service under guarantee is dreadful, my window lock broke in January. I requested a service visit in March. They didn't have the same lock available and sent me 'the nearest replacement ' for me to fix myself. I phoned again and explained I couldn't do it. The call centre then booked me in for a visit, for which they would contact me by e mail. That was 17th March, it is now 15th August and they still have not contacted me. I have had to get someone else to fit the lock. They are all very nice when it comes to sales and what they promise, but the back up service leaves a lot to be desired. They don't really want to come out at all. I have spent thousands with this company and this is my reward for customer loyalty!”
“Rubbish company too many problems can’t masseur windows properly they make 3 windows small in my whole house and trying to justifying that I compromised on 2 no customer service scaffolding is still up nearly 2 months”
“Took 6 months from start to finish. With 3 x booked appointments failed to turn up. Eventually once the door was fitted, the door handle was loose (which isn’t good for the internal spindle)… and shoddy sealant outside. A confirmed date was made to come and fix it (3 weeks ago) and just been told it’s cancelled. Having to keep getting days off from work for failed appointments!”
“Still waiting after 6 months for repairs,
Been told on several occasions that I would get a call within 48 hours.which has never happened.when we originally wanted a quote up next day.repairs to said product maybe within when!!!!!
Would I use Anglian again “NO”.”
