1. Our commitment

The Scottish Shutter Company (trading name of Rocknowe Interiors Limited) is committed to providing excellent products and services. We take pride in the quality of our work and the relationships we build with our customers. However, we recognise that things can occasionally go wrong, and when they do, we want to resolve them quickly, fairly, and to your satisfaction.

This procedure does not affect your statutory rights under the Consumer Rights Act 2015.

2. How to raise a complaint

If you are unhappy with any aspect of our products or services, please contact us as soon as possible. The earlier we know about an issue, the sooner we can put it right.

You can raise a complaint by:

Phone: 0800 086 2989
Email: team@scottishshutters.co.uk
Post: The Scottish Shutter Company, Unit 2 Ainslie Street, West Pitkerro Industrial Estate, Broughty Ferry, Dundee, DD5 3RR

When contacting us, please provide your name, address, order reference if applicable, and a clear description of the issue. Photographs are helpful where the complaint relates to product quality or installation.

3. What happens next

Our complaints process follows these steps:

Acknowledgement: We will acknowledge your complaint within 2 working days of receiving it.
Investigation: Your complaint will be reviewed by the relevant member of our team. Where necessary, we may arrange a visit to inspect the issue in person.
Response: We aim to provide a full response within 10 working days. If the matter is complex and requires more time, we will let you know and keep you updated on progress.
Resolution: We will explain what we have found, what we propose to do about it, and agree a course of action with you. We aim to complete any agreed remedial work within a reasonable timescale, which we will confirm with you.

4. Escalation

If you are not satisfied with our initial response, you may ask for your complaint to be escalated to a director. Escalation requests should be made in writing to David Browne at david@scottishshutters.co.uk. A director will review the complaint and respond within 10 working days.

5. External resolution

If you remain unsatisfied after our internal process has been completed, you may wish to contact any of the following organisations:

The British Blind and Shutter Association (BBSA): As a BBSA member, we adhere to their code of practice. The BBSA can be contacted at bbsa.org.uk.
Citizens Advice Consumer Service: Free advice on your consumer rights, available at citizensadvice.org.uk or by phone on 0808 223 1133.
Trading Standards: Your local Trading Standards office can investigate complaints about goods and services.

6. Learning from complaints

All complaints are recorded, tracked, and reviewed to identify patterns and improve our products and services. Complaints are discussed at team level so that lessons are shared and the same issues do not recur.

7. Review

This procedure is reviewed annually each April to ensure it remains effective and reflects best practice.

Signed: David Browne
Date: April 2026

Complaints Procedure