Quiet executive office high in a Dubai tower with a meeting table and floor-to-ceiling glazing

QUALITY AND DISPUTES
DIRECT LINE

Talk to the founder

Most orders never need this page. It exists for the ones that do: a fitting that was not finished properly, an answer that stopped coming, a date that slipped without explanation, or a disagreement about what was actually agreed. Those cases go straight to the founder instead of back into the queue that produced them — the whole point of a direct line is that it skips the people whose work is being questioned.

direct nobody in between
quality and disputed cases
your file reopened from the drawing

Write to the founder

What this line is for

Quality

Workmanship

Fitting or finish below what was agreed
Delay

Schedule

Dates that moved without an explanation
Silence

Communication

A manager who stopped answering
Dispute

Scope

Disagreement about what was actually agreed
Judgement

Difficult cases

Anything nobody else wants to decide

How to make the message useful

Name the order or the address It is how your file gets found
Say what was agreed Drawing, quotation or the message thread
Say what actually happened Dates and names help more than adjectives
Attach photographs A picture settles most quality arguments
Say what would put it right Repair, replacement, adjustment or an answer
Send it once and wait It reaches one person, not a queue

Modern villa with panoramic aluminium glazing and a pool at sunset

Write to the founder

A complaint, an idea or a question about how we work — it reaches the founder directly. We reply within 15 minutes during working hours, Mon–Fri 9:00–18:00.

Frequently asked questions

Your file is pulled — the survey notes, the approved drawing, the fabrication record and the installation report — and the case is read against what was agreed rather than against what anyone now remembers. You get an answer about what will be done, and whoever has to do it is told directly.

No, and the structure is the reason. The crews and managers work for the same company that answers to you, so escalating does not hand your order to a subcontractor who now resents you — it puts it in front of the person who decides how the company works.

Yes. Large projects, unusual facades and jobs where a previous contractor left a mess are all far easier to sort out at the start than after the fact. Write if a job feels too complicated to hand to a standard sales process.

Then we put the reasoning in writing — wind loads, sash weights, how the glazing behaves, what the system was designed to do. If the disagreement still stands after that, we would rather say honestly that we are not the right supplier for the job than sell you something we cannot stand behind.