Finesse Windows has been named Which? Trusted Trader of the Month for May 2023.

This award is one of many commendations the company has received from Which? – this is the fifth time it’s won Trader of the Month, and it also won Trader of the Year in 2021.

The family-run business offers a range of home improvement services, including glazed windows, doors and conservatories, covering the full installation process from design to aftercare.

We got in touch with Russell Bridge, managing director of Finesse Windows, to talk more about the amazing changes it’s made to its business, its ongoing charity work, and how it benefits from being a Which? Trusted Trader.

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A family-led company with excellent customer feedback

Finesse Windows was founded in 1981 by David Bridge and Peter O’Neil, who set out to create a company that designed, manufactured and fitted windows with care. The company has since been inherited by Russell and Ellie, David’s children, and employs over 40 people, working across the West Midlands, including in the Birmingham area, Solihull and West Bromwich. However, its core values remain the same.

These values are reflected in the company’s outstanding customer reviews. Finesse Windows currently has over 300 reviews on the Which? Trusted Traders website, with 100% of customers saying they would recommend its services.

One customer writes: ‘From the initial quote, right up to the after service, everything went perfectly. Regular calls to let us know where we were in the process, booked in for fitting and arrived on time, great installation and even had a visit after the install to drop off cleaning products and a bottle of wine. If all companies worked to this ethos the world would be a much happier place.’

Another customer, who was delighted by the professional behaviour and work of the fitting team, writes:  ‘… all the people involved were a pleasure to deal with and a great credit to Finesse Windows. I am very pleased with the end result which is of the highest quality and looks very good indeed and will certainly use the company again.’

Outstanding customer service

Over the past three months, Finesse Windows has restructured its already very successful customer service team, with a focus on improving its communication.

First, it has introduced three new customer relationship coordinators, each of whom is responsible for supporting customers at one particular stage of the three-stage installation process (before, during and after). This means customers always have a dedicated person to contact, who has all the information they need.

Second, Finesse Windows has created a dedicated ‘finishing team’, made up of two experienced engineers. They’re always on hand to help customers with any questions or challenges that arise once the installation is finished. The two engineers are exceptionally committed to their customers, often working on Saturday mornings or after hours so they can resolve any issues as soon as possible. 

Third,  a dedicated customer representative visits every customer after the job is completed. They check on the work a final time and even give the customer a Finesse Windows gift bag!

On top of changes to its teams, Finesse windows has also created a variety of resources to help its customers, including special folders to explain each stage of the installation process, a “jargon buster” newsletter, and a booklet on sustainability.

Committed to its community

Finesse Windows believes there is a lack of skilled traders in the building industry, so it has created an internship programme to train young people in the West Midlands and equip them with the skills they need. This programme has been so successful that one recruit has won a national award – FIT Show’s 30 under 30, which recognises outstanding young people who work in the window, door, hardware and flat-glass industry.

As well as offering internships, Finesse Windows  continues to sponsor young people in sporting and creative events, including the son of a customer who is entering the National Motosport championships. The company also provided costumes for a team of local cheerleaders who competed in an international competition in Barcelona, and sponsored a theatre production at a local school.

And if that weren’t enough, two members of the company are currently training to run the Leeds marathon this May, raising money for motor neuron disease.

Which? Trusted Traders highlights incredible work

Finesse Windows displays its Which? Trusted Traders awards prominently throughout its business materials, including its uniforms, show boards and website.

These awards have benefited both the team at Finesse Windows and its customers. Russell says: ‘The awards we have received give our staff the confidence that they are the very best at what they do and they give our customers reassurance that they are not just dealing with a company who meet the Which? Trusted Trader criteria, but that they are dealing with the very best of best.’

Russell also says the Which? Trusted Traders endorsement has helped generate business for the company: ‘We hear it time after time that consumers found us through the Which? Trusted Trader website, that they only approached us because they place so much trust in Which? and have done over decades.’

Congratulations to Finesse Windows for winning May 2023’s Which? Trusted Trader of the Month award.