Brackenwood Customer Charter

1. A Governed Installation Process

Every Brackenwood installation follows a defined, multi stage process designed to eliminate error, ambiguity, and unnecessary disruption.

This includes:

• Professional survey at near technical standard
• Contract validation and customer confirmation
• Independent technical sign off
• Pre manufacture verification checks
• Governed installation with site leadership

Each stage incorporates documented checks, audit trails, and customer confirmation points. This approach is why specification changes are rare, why issues are identified early rather than retrospectively, and why fewer than 2% of our Technical Surveys result in amendments.

Accuracy is designed in from the first visit, not corrected later.

View our full 5-stage installation process

2. Clear Specifications, No Ambiguity

We commit to clear, unambiguous specifications that are agreed before manufacture.

We do not rely on:

• Assumptions about what you want
• Generic descriptions that lack detail
• Informal agreements or verbal promises

What is specified is what is manufactured, installed, and warranted.

If something is not written down, it is not relied upon. Every detail of your installation is documented, confirmed, and traceable.

3. Independent Standards and Compliance

Our installations are governed by recognised industry standards and external oversight.

Brackenwood operates within:

• Current Building Regulations
• FENSA requirements and registration
• BSI Kitemark certification standards
• Independent inspection and audit regimes

Compliance is not treated as a box ticking exercise but as a baseline expectation. Every installation meets or exceeds regulatory requirements, and certification is completed on your behalf.

You receive documented confirmation that your installation is fully compliant and correctly recorded.

4. Professional Conduct in Your Home

Our teams are trained to work in occupied homes with care and respect.

You can expect:

• Punctuality and clear communication about arrival times
• Introduction of all team members before work begins
• Protection of your property throughout the installation
• Tidy working practices with dust control measures
• Courtesy and respectful behaviour at all times
• No smoking, no inappropriate language, no raised voices
• Consideration for neighbours and surrounding properties

We recognise that inviting a company into your home is a position of trust. Our installers understand this and conduct themselves accordingly.

The Lead Installer holds personal accountability for site conduct, safety, and communication throughout the installation.

5. Long Term Performance, Not Short Term Fixes

Our focus is on installations that perform correctly over time, not just on the day of completion.

This means:

• Correct surveying with accurate measurements
• Correct tolerances for thermal movement and settlement
• Correct fixing methods for the substrate and application
• Full engagement of locking and safety systems
• Proper sealing and weatherproofing

We design installations to withstand real world conditions, including weather exposure, thermal movement, and daily use. Products are specified for performance, not just appearance.

An installation that looks good on day one but fails within years is not acceptable. We build for the long term.

6. Transparent Pricing and Fair Value

Our pricing reflects specification, standards, and long term performance.

We do not:

• Sell down to a price by removing safeguards
• Reduce standards to match cheaper competitors
• Use high pressure tactics or "today only" discounts
• Obscure costs or add unexpected charges

Where comparisons are made with other companies, they must be like for like in specification, compliance, and warranty. A lower price often reflects lower standards, reduced governance, or inferior products.

We are confident that our pricing represents fair value for the level of governance and quality delivered. We explain our pricing clearly and give you time to make your decision without pressure.

7. Clear Warranties and Aftercare

Every Brackenwood installation is supplied with clear warranty documentation and access to aftercare support.

Our warranty commitment:

• What is covered is stated clearly in plain language
• Duration of cover is specified without ambiguity
• How to access support is explained at handover
• No reliance on vague assurances or conditional promises

Support remains available after installation, not just until payment is taken. Our Customer Care team has access to your full project records and the authority to resolve issues properly.

We treat warranties as a responsibility, not a marketing tool.

8. Honest Communication

We commit to straightforward, respectful communication throughout your project.

Our communication principles:

• If something can be done, we will say so
• If it cannot, we will explain why
• If an issue arises, it will be addressed professionally and proportionately
• We do not make promises we cannot keep
• We do not avoid difficult conversations

We believe honesty builds long term trust, even when conversations are not always comfortable. You will always know where you stand with Brackenwood.

If we make a mistake, we acknowledge it and put it right. That is the only acceptable response.

See what our customers say.

9. Continuous Improvement

Our processes are reviewed, audited, and improved continuously.

How we improve:

• Customer feedback is collected and analysed
• Lessons from issues are fed back into training
• Systems are refined to reduce risk
• Standards are raised, not maintained
• External audits provide independent validation

We are not static. We are governed, measured, and accountable.

The process you experience today is better than it was last year, and next year it will be better still. That commitment to improvement is built into how we operate.

10. What We Ask in Return

For our process to work as designed, we ask customers to work with us as partners in the project.

We ask that you:

• Engage with the agreed specification and raise any concerns early
• Allow access for surveys and installations at agreed times
• Ask questions where clarity is required, at any stage
• Provide accurate information about your property and requirements
• Review documentation and confirm understanding before we proceed

This partnership approach ensures the best possible outcome for all parties. When customers engage with our process, the results speak for themselves.

We are committed to doing our part. We ask only that you do yours.

In Summary

Brackenwood exists to raise standards in an industry where inconsistency is common.

This Customer Charter is not a marketing statement. It is a practical reflection of how we operate, how we make decisions, and how we protect our customers through process, governance, and professionalism.

Every commitment in this Charter is backed by documented process, trained people, and accountable leadership. We do not ask you to trust our words. We ask you to judge us by our actions.

That is the Brackenwood standard.

Ready to experience the Brackenwood difference?
Request your free home consultation or call 0800 25 35 45

Frequently Asked Questions

What is the Brackenwood Customer Charter?

The Customer Charter is a formal statement of how Brackenwood operates and what customers can expect. It covers our installation process, specifications, compliance, conduct, pricing, warranties, communication, and continuous improvement. Every commitment is backed by documented process and accountable people.

Is the Customer Charter legally binding?

The Charter represents our operational commitments and standards. Your contract with Brackenwood contains the specific legal terms relating to your installation. The Charter explains how we work and what you can expect from us throughout the process.

How does Brackenwood ensure installers follow the Charter?

All Brackenwood installers receive training on the Customer Charter as part of their onboarding and ongoing development. The Lead Installer holds personal accountability for site conduct. Independent quality checks are carried out with customers, and feedback is used to address any issues and improve standards continuously.

What happens if Brackenwood does not meet the Charter commitments?

If we fall short of our commitments, we want to know. Concerns can be raised with our Customer Care team who have full access to your project records and the authority to resolve issues. We do not deflect or delay. We investigate, acknowledge where we have fallen short, and put things right.

Why does Brackenwood have a Customer Charter?

The home improvement industry has a reputation for inconsistency, pressure selling, and poor communication. We created the Customer Charter to set out clearly how we are different. It holds us accountable and gives customers a reference point for what they should expect.

Does the Charter apply to all Brackenwood products?

Yes. The Customer Charter applies to all Brackenwood installations including windows, doors, conservatories, orangeries, extensions, warmer roofs, and roofline products. The same standards, processes, and commitments apply regardless of product type.

How does Brackenwood handle complaints?

Complaints are handled professionally and proportionately through our Customer Care team. We have full records of every project, so issues are assessed on facts, not memory or assumptions. We aim to resolve concerns quickly and fairly, and we use feedback to improve our processes for future customers.

What does "governed installation process" mean?

A governed process means every stage has defined steps, documented checks, and accountable people. Nothing progresses without verification. This includes professional survey, contract validation, technical sign off, pre manufacture checks, and site leadership during installation. It is designed to eliminate error and protect customers.

How is Brackenwood independently verified?

Brackenwood holds BSI Kitemark certification and FENSA registration. We are subject to independent inspection and audit. Building Regulations compliance is certified for every applicable installation. These external standards provide assurance that our processes meet recognised industry requirements.

Can I see the Charter before booking an appointment?

Yes. The Customer Charter is published on our website and available to anyone considering Brackenwood. We want you to understand how we work before you invite us into your home. There are no hidden standards or unpublished conditions.