Horrendous customer service. Warranty covers nothing therefore worthless , " installation problem" . Flimsy parts ,£501 quoted for someone to come out ! Door now doesn't shut properly if opened... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Everything,as customer service is 1st class.Unusual these days! Plenty of helpful emails.Problem & parts were immediately sorted out.Delivery came exactly as stated. With Velfac instructions,was... Toon meer
Bedrijf heeft geantwoord
We had a large ground floor double glazed fixed pane broken by a stone. The process of replacement was straightforward: Velfac were able to identify the relevant part from a photograph and manufacture... Toon meer
ASD have just come to replace a part and service our sliding door. Eddy the engineer was amazing, he knew exactly what the problem was, explained clearly what he would do to remedy it, then had the... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
VELFAC is the UK’s leading brand of composite windows and doors, specified for the slim and uniform frames, contemporary style and exceptional thermal performance. At VELFAC, we are dedicated to creating socially useful products that bring visibility, daylight and fresh air into people lives, while reducing the need for energy for heating, lighting and mechanical ventilation. We are working persistently to optimise all stages of our products' life cycle – and, with a wide range of focused initiatives, we want to have a major influence on the common effort towards a more sustainable future for the building industry. For example: We only use FSC®-certified wood in the production of windows and doors, and all the wood tratments are water based; 2/3 of the aluminium used in VELFAC profiles is manufactured using renewable energy sources, and approx. 40% comes from recycled sources; The VELFAC slim frame profile allows up to 15% more light to enter the interior, providing a better daylight contribution and a reduced need of artificial light; Our windows have an expected lifespan of up to 60 years if maintained properly. This helps to reduce the turnover of building materials and therefore reduce the carbon footprint on the environment. For more info about our windows and doors visit www.velfac.co.uk
Contactgegevens
The Forum, Ground Floor, Lancaster Way, Ermine Business Park, PE29 6XU, Huntingdon, Verenigd Koninkrijk
- 01480 759 510
- Trustpilot@velfac.co.uk
- velfac.co.uk
4,6
Uitstekend
469 reviews
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The service from the company has been…
The service from the company has been absolutely exceptional! I needed replacement seals for my balcony doors in my domestic property. As it was such a small order they were able to adapt their processes to send me the seals for free. Appreciated so much!!! Thank you!
5 november 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you so much for your kind words! We’re delighted to hear that our team could help with your replacement seals and that the service met your expectations. We really appreciate you taking the time to share your experience — I’ll be sure to pass your feedback on to the team.
Efficient and helpful
Emilia responded quickly and efficiently to my report of failed vents on our Velfac windows. She quickly arranged for replacements to be sent.
4 november 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for taking the time to share your feedback. We’re so pleased to hear that your issue with the window vents was resolved quickly and efficiently. Providing prompt support and ensuring our customers are looked after is very important to us.
All round very good experience
All round very good experience, Eddie and the team kept me updated with issues with the door and they managed to fix it in a timely manner. All round very positive experience.
31 oktober 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your positive feedback! We’re really pleased to hear that your experience was a good one and that the issue with your door was resolved promptly. We’ll make sure your comments are shared with the team — they’ll be delighted to know their efforts made a difference.
Problem solved
The engineers came earlier than expected but telephoned to ask if possible. They dealt with my windows with professionalism and kept me informed of what was they were doing with humour and speed.
31 oktober 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your lovely feedback. We’re delighted to hear that our engineers provided professional and friendly service, keeping you informed throughout the visit. It’s great to know that their efficiency — and sense of humour — helped make the experience a positive one!
I had an issue with a Rationel window
I had an issue with one of the Rationel windows' locking mechanisms in the flat. ASD Servicing is an approved Rationel service partner. Tila kindly arranged an appointment to replace the lock mechanism since it's still under a 10-year warranty. Eddie arrived on time and completed the job quickly and efficiently. I really appreciate the help and service they provided.
3 november 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for taking the time to leave your feedback. It sounds like this review relates to our sister company, Rationel, who operate separately within the DOVISTA group. We’re delighted to hear that your experience with their service team was so positive, and we’ll make sure your kind words are passed along to them.
Good quality BUT if anything goes wrong...
Don't get me wrong, these are good-quality windows/doors. However, if anything goes wrong with them, that's when you find out that very few people will service these windows. For example, we're based in Swansea and one of our large sliding door panes of glass cracked (our fault). We tried several local installers, however none of them could take the glass out. If you speak to VELFAC support, they will also confirm that this is a very fiddly job to do (and they recommend replacing the whole sash "open mouth emoji"), albeit possible, it needs product knowledge. It cost us £1,200 just to get the service team down from Manchester to install the glass (we already had the glass here to install). We would now like to install a dog flap in one of the floor to ceiling windows. Having just spoke to VELFAC support team again, this requires the Manchester team to visit to do the job, which increases the cost five-fold. I wouldn't have chosen these windows again based on what I now know.
27 oktober 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for taking the time to share your detailed feedback. We’re very sorry to hear about the difficulties you’ve experienced arranging service for your products, and we completely understand your frustration.
VELFAC products are designed and manufactured to exacting standards, and in some cases, repairs or modifications — such as glass replacement or the fitting of accessories — require specialist knowledge to ensure the integrity and performance of the system are maintained. We appreciate that this can sometimes lead to additional costs, particularly when a visit from our dedicated service team is required.
We genuinely value your comments and will pass them on to the relevant teams to review how we can improve accessibility to service support in different regions. Thank you again for your feedback and for choosing VELFAC.
MLO installations glass replacement
Had MLO installations round to replace a cracked window. Very efficient from first contact, quote came through quickly and they kept me in touch throughout the ordering stage and with expected date of arrival of the glass. Turned up on time and did a good job. Pleasant manner and even adjusted a door that I had been having trouble with for no extra charge. Very happy overall.
10 oktober 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for sharing your positive experience. We’re so pleased to hear that the replacement went smoothly and that everything was handled efficiently from start to finish. It’s great to know the team’s extra efforts made such a difference — we’ll make sure your feedback is shared with them.
Emilia was extremely helpful and…
Emilia was extremely helpful and courteous. Thank very much.
25 september 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your kind feedback! We’re delighted to hear that you received helpful and courteous service. We really appreciate you taking the time to share your experience.
Exceptional service from Velfac
Exceptional service from Velfac. I have recently moved and our new home has Velfac windows and doors some of which have locks. The previous owners did not leave any keys for same. I contacted Velfac regarding replacement keys and they are sending them out free of charge. A very courteous, generous and efficient service provided by Velfac.
15 september 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you so much for your wonderful feedback. We’re delighted to hear that our team was able to assist quickly with replacement keys and that you’re happy with the service provided. We really appreciate you taking the time to share your experience, and we hope you continue to enjoy your new home and VELFAC products!
Outstanding customer service
Very prompt response.
Extremely helpful
It's a please to find a company with old school values
28 juli 2025
Review zonder uitnodiging
Antwoord van VELFAC
We really appreciate your feedback. It’s great to hear that our team’s prompt and helpful service stood out to you. At VELFAC, we take pride in delivering support with professionalism and reliability, so it’s rewarding to know this was reflected in your experience.
Thank you for recognising our approach – we’ll be sure to share your comments with the team.
VELFAC Customer Care
Excellent service from start to finish
Easy to contact. Telephone support as well as online available. Received excellent guidance on next steps and was kept fully informed each step of the way.
Even though the house was new to us Velfac were able to identify the windows/doors from the registration number stuck to the windows.
11 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your kind feedback! We're so glad to hear that you found it easy to get in touch and that our team provided clear guidance and regular updates throughout. It’s great that we could help identify your windows and doors using the registration number — even in a new-to-you home. We really appreciate you taking the time to share your experience!
Efficient, Effective, Polite.
My dealings with Velfac have always been positive. Polite, helpful and efficient. A rare combination of qualities seen today!
2 juli 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your lovely feedback! We're delighted to hear that your experiences with VELFAC have consistently been positive. It means a lot to know you’ve found our team polite, helpful, and efficient — we truly value your kind words and continued support.
Warranty after 9 years
We had a warranty case 9 years after installation which was dealt with very efficiently and quickly.
23 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for sharing your experience! We're so pleased to hear that your warranty case was handled efficiently — even nine years after installation. Long-term support is something we take pride in, and it’s great to know we delivered on that for you. We really appreciate your feedback!
Amazing service
Our Velfac window came adrift from its hinge after 11 years. The window was stuck ajar and hanging askew three floors up. I am pleased to say Velfac customer service responded to my late night email the next morning with astonishing efficiency. The 12 year warranty covered the repair. Within 36 hours, everything is now working again. I cannot thank them enough for the prompt, no-quibble approach to repairs, prioritising safety. I am also grateful to Jon for the email after working hours to keep us informed of his arrival time the following morning. When most repairs involve endless hassle, Velfac stands out as the wonderful exception.
19 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you so much for taking the time to share your experience. We're truly glad we could resolve the issue quickly and safely — especially given the challenging situation with the window three floors up. It’s great to hear that our team responded promptly and that your warranty provided the peace of mind and coverage needed. We'll be sure to pass your kind words on to Jon as well — going the extra mile to keep customers informed is exactly what we aim for. Your feedback means a lot, and we're proud to have been the exception in a moment that really mattered.
We have been dealing with Vefac now for…
We have been dealing with Vefac now for 6 years and i can confidently say that they are one of the best companies that we deal with. I have tested Michal's patience but he is always professionally helpful.
Lesley and Angela are also very helpful and the service is amazing. Their products are outstanding and we would recommend them 100%
17 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your fantastic feedback and for your continued support over the past six years. We’re truly grateful for your kind words about our team — Michal, Lesley, and Angela will be especially pleased to hear your praise! It's wonderful to know that you've consistently found our service and products to be outstanding. Your recommendation means a great deal to us, and we look forward to continuing to support you in the future.
Emilia provided excellent service
Emilia provided excellent service. She responded promptly to all my emails and was quick to identify the spare part I needed which was replacement plastic plugs for the interior of my VELFAC window frames.
13 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your kind words! We're so pleased to hear that you received excellent service and that our team was able to quickly identify the spare parts you needed. Prompt and helpful support is something we strive for, and it’s great to know that was your experience. We really appreciate you taking the time to share your feedback!
New Keys for Velfac Casement door
My new home benefits from rather beautiful Velfac triple glazed doors. However, I quickly realised that my dog could open one of the casement doors from the inside, and because I hadn't been given a key for the security lock, there was no way to secure it shut (or keep the dog inside)!
I contacted Velfac and they were super helpful and quick to help, informing me that a key would be put in the post immediately. True to their word, 2 new keys arrived a few days later - and they work perfectly!
Thank you!
5 juni 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for sharing your experience! We’re delighted to hear that you're enjoying your VELFAC triple glazed doors — and that our team was able to help quickly when you needed a solution. We’re glad the keys arrived promptly and worked perfectly to keep things secure (and your dog safely inside!). We really appreciate your feedback.
Excellent service
An excellent service in providing a spare part for my Velfac door. I received prompt replies, good advice and regular updates from the very professional team at DOVISTA. Thank you.
26 mei 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your kind words! We're so pleased to hear you received excellent service when sourcing your spare part. Providing prompt communication, clear advice, and regular updates is exactly what we aim for, and it’s great to know our team at DOVISTA delivered on that. We truly appreciate your feedback!
Excellent product and outstanding customer service
I have referred back to Dovista Service having had Rationel Windows installed as part of a new build 20 years ago. I spoke to Stephen in the support team and he could not have been more helpful! Looking back at project details of 20 years ago and helping identify the parts we needed. Nothing was too much trouble - amazing service. Thank you!
31 maart 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you so much for your wonderful review! We’re delighted to hear that Stephen from our support team was able to assist you so thoroughly – even with details going back 20 years. We pride ourselves on offering helpful, long-term support for our customers, and it’s fantastic to know you had such a positive experience. We’ll be sure to pass on your kind words to Stephen and the wider team. Thank you again for taking the time to share your feedback!
ANT INFESTATION through unreliable and unsatisfactory sliding door
We bought a new build property exactly 4 years ago, unfortunately it was fitted with Velfac doors and windows.
After less than 4 years of use, our sliding backdoor does not function properly because the mechanism does not slide over when closing and screws have come loose.
I have contacted Velfac to fix the door sliding mechanism but have been told that this is now "out of warranty" because the developer installed it 1-2 years before we moved in, pushing it over the 5 year warranty deadline.
So I have asked for a quote 2 weeks ago for Velfac to replace this mechanism on the door and since then - we are still yet to receive a simple quote.
We are now horrified to find a daily infestation of ants is coming into our home through the door mechanism because the mechanism is not airtight/sealed/closing properly.
We are extremely disappointed in the service and product quality - slow, unreliable and probably costly (should we ever receive this quote that we've asked for).
Once we move, we can't see how we can consider using Velfac again due to its unreliability and poor quality.
23 april 2025
Review zonder uitnodiging
Antwoord van VELFAC
Thank you for your review. We’re sorry to hear about the issues you’ve encountered with your sliding door. As the product is now outside its original warranty period, our team is working to provide a quote for the parts and service needed, and we appreciate your patience in the meantime.
To help move things forward, we encourage you to contact our Service Manager, Chris Newton, directly at cjn@dovista.com. He will be happy to assist you further.
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