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... See more
Company replied
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See what reviewers are saying
Most of the windows intalled in our new build are fine . One South facing sliding door allows in a terrible draught . The other door facing North allows rain water to flood the house . I suggest if... See more
Company replied
One of my Rationel window's trickle vents broke, so I contacted customer services for a replacement. Dovista sent two replacement trickle vents free of charge, which arrived within 12 days of my origi... See more
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... See more
Company replied
Company details
Written by the company
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
Contact info
The Forum, Ground Floor, Lancaster Way, Ermine Business Park, PE29 6XU, Huntingdon, United Kingdom
- 01480 759 510
- Trustpilot@velfac.co.uk
- velfac.co.uk
4.3
Excellent
458 reviews
Replied to 60% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Customer Service.
Customer Service.
Having spent almost £40K on windows, I rang Customer Services for a printed User Manual, as the windows were difficult for me to operate. This was not possible without a 'ticket number'. They followed up with an email request for dimensions and orientation details of all 20 windows - all this to avoid sending me a User Manual, which I had explained I needed as it was easier for me than printing it or using a screen. When I complained, they sent me a link to download the Manual, in spite of my request.
I cannot decide if Customer Services are simply very, very poor or just arrogant. It feels like the latter.
One phone call to our installer Anglezarke solved the issue at once. They ordered a Manual for me which arrived promptly.
Why Customer Services are so obstructive must be anyone's guess. It makes one worry about how they deal with significant problems when they have time to waste like this.
March 18, 2026
Unprompted review
Four months after installation we are…
Four months after installation we are still waiting for Velfac to rectify their mistake. We ordered our windows in September and had them fitted in November. The window posts arrived in a different colour wood to the frames. We have been making multiple calls per week to have this rectified and today have been told it will be at least another four weeks before anything will be done. We are unable to close the walls of our house and this is significantly delaying our build. They sent someone to try to spray the windows on site, he had been told they’d forgotten to spray them in the factory but couldn’t match the colour. Despite multiple pleas and promises someone will get back to us, they still won’t help to rectify this any sooner. Two other windows arrived completely the wrong size and one was faulty. Please Velfac if you are reading this do the right thing and sort this out.
March 16, 2026
Unprompted review
Reply from VELFAC
We’re very sorry to read about your experience and fully appreciate the impact this situation is having on your build. Delays of this nature are understandably frustrating, particularly where they affect your ability to progress with construction.
The issues you’ve described, including the colour discrepancy and incorrect items, are clearly not in line with the standards we aim to deliver. We also recognise your concerns regarding communication and the time taken to resolve this.
We would very much like the opportunity to review your case as a priority and help move this forward. Please contact Chris Newton, Service Manager, directly with your order details and a summary of the outstanding issues, and he will take ownership of this and work with you to find a resolution as quickly as possible.
Email: cjn@dovista.com
Tel: +44 1869 353520
Thank you for bringing this to our attention.
Most of the windows intalled in our new…
Most of the windows intalled in our new build are fine .
One South facing sliding door allows in a terrible draught .
The other door facing North allows rain water to flood the house .
I suggest if you use velvak , you build your house on a East West orrintation or inside a warehouse .
March 5, 2026
Unprompted review
Reply from VELFAC
We’re sorry to read about your experience and understand how concerning it is to encounter draughts and water ingress, particularly in a new build.
VELFAC systems are designed and tested to perform to a high standard in all orientations and weather conditions, so the issues you’ve described are not typical and should be investigated further. Factors such as installation, adjustment, and sealing can all affect performance, and these are important to review in detail.
We would very much like the opportunity to look into this and help resolve the matter. Please contact Chris Newton, Service Manager, directly with your order details and any photographs or additional information, and he will be able to assess the situation and advise on the next steps.
Email: cjn@dovista.com
Tel: +44 1869 353520
Thank you for bringing this to our attention.
Easy Peasy - from start to finish. Parts ordered without hassle
Extremely helpful and a troublesome experience from their efficient Service Desk. Big thanks to Emilia who provided all the necessary information I requested and much more. Polite and Professional, with requested Parts delivered today within a few days of placing order. Overall service department, no complaints at all.
February 25, 2026
Unprompted review
Reply from VELFAC
Thank you for taking the time to share your feedback.
We’re delighted to hear that our Service Desk was able to support you so effectively, and that Emilia provided such helpful and professional assistance throughout. It’s great to know that everything was handled efficiently and that your parts arrived promptly.
We’ll be sure to pass your kind comments on to Emilia and the wider team. Thank you again for your feedback — it’s very much appreciated.
Free replacement trickle vent for my window
One of my Rationel window's trickle vents broke, so I contacted customer services for a replacement. Dovista sent two replacement trickle vents free of charge, which arrived within 12 days of my original request. It was easy to remove and replace the broken trickle vent. I'm delighted that I was able to fix this problem so quickly and easily, and without having to pay.
February 4, 2026
Unprompted review
Horrendous customer service
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, no access directly to garden now .
Dreadful
Update :
Company has been out and sorted all the issues ,no charge , communication was great , very happy .
Not sure what went wrong initially with doavista but gladly all rectified now .thankyou
January 5, 2026
Unprompted review
Reply from VELFAC
We’re very sorry to read about your experience and understand how frustrating this situation must be, particularly where functionality and access have been affected.
VELFAC products are designed to be durable and long-lasting, so it’s concerning to hear the issues you’ve described. While warranties do differentiate between product-related faults and installation-related matters, that does not mean your concerns should go unresolved.
We would very much like the opportunity to review this properly and help move things forward. Please could you contact Chris Newton, Service Manager, directly with your order details and a summary of the issues you’re experiencing:
Email: cjn@dovista.com
Tel: +44 1869 353520
Chris will be able to look into this personally and advise on the most appropriate next steps.
Thank you for bringing this to our attention.
Poor recommendation from Velfac
I recently wrote a review about Velfac as they recommended a poor installer, and then did not respond at all to my concerns when I both phoned and wrote to them. A detailed email on 4 August 2025 was simply ignored.
I eventually had to go to the Small Claims Court to get my deposit back from the window installer. I had agreed a sum with the installer company taking into account its stated costs, but it did not pay nor respond until I brought the legal action whereupon they paid immediately. It concerns me that Velfac think that it is OK to ignore customers when a company that they recommend gives a poor service.
August 4, 2025
Unprompted review
Reply from VELFAC
Thank you for taking the time to share your feedback with us. We are sorry to hear about your experience and appreciate you bringing your concerns to our attention.
We take all customer feedback seriously. As the companies we recommend operate as independent businesses, we are required to review such matters in coordination with them. For this reason, your comments have been passed to our Business Manager, who will review the situation and liaise with the relevant distributor as appropriate.
We value our customers and are committed to maintaining high standards across our network. Either our Business Manager or the distributor will be in contact with you in due course.
Excellent assistance & support
Excellent assistance and support from Velfac with windows and doors purchased and installed 11 years ago from Rationel. It is a pleasure to deal with this company and I am so very glad we chose them for the fenestration and doors in our build 11 years ago. Well done for maintaining high standards and excellence in servicing in your field of business.
November 13, 2025
Unprompted review
Reply from VELFAC
Thank you very much for taking the time to share such positive feedback.
We’re delighted to hear that you’ve continued to receive excellent assistance and support so many years after your windows and doors were installed. Providing long-term quality, both in our products and our service, is extremely important to us, so it’s especially rewarding to hear this reflected in your experience.
Thank you for choosing VELFAC for your build and for your kind words — they are very much appreciated by the whole team.
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!
November 5, 2025
Unprompted review
Reply from 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.
November 4, 2025
Unprompted review
Reply from 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.
October 31, 2025
Unprompted review
Reply from 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.
October 31, 2025
Unprompted review
Reply from 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.
November 3, 2025
Unprompted review
Reply from 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.
October 27, 2025
Unprompted review
Reply from 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.
October 10, 2025
Unprompted review
Reply from 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.
September 25, 2025
Unprompted review
Reply from 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.
September 15, 2025
Unprompted review
Reply from 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
July 28, 2025
Unprompted review
Reply from 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.
June 11, 2025
Unprompted review
Reply from 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!
July 2, 2025
Unprompted review
Reply from 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.
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