Our Velux window lost connection to remote control. We contact Velux on line, & Mike contacted us by phone within 30 minutes. He was very helpful & reassuring & quickly idetntifed the problem. He s... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We have a minor issue with out rooflight, so spoke to Ian at customer service, who was really helpful and reassuring. The part needed can easily be fitted by me, so it is in the post. Was also directe... See more
Company replied
From the initial start, all the emails and photos sent, it has been wonderful, friendly staff, got everything sorted and right 1st time. I replaced my old Velux windows with updated same style, the... See more
Company replied
I was experiencing issues with my VELUX window solar powered opening and closing mechanism. VELUX went over and above my expectations of getting the fault diagnosed and rectified. The fault was fixe... See more
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Company details
Written by the company
VELUX is a leading global manufacturer of roof windows and solutions designed to enhance healthy living under the roof. Since 1941, we have been synonymous with quality and innovation, committed to improving living spaces through increased daylight, fresh air, and sustainable solutions. VELUX GBI (Great Britain & Ireland) is the market organisation responsible for commercial, operational and customer service activities across the UK and Ireland, operating as part of the VELUX Group.
Contact info
Woodside Way, Glenrothes , United Kingdom
- 01592 778225
- customer.support@velux.co.uk
- velux.uk
4.6
Excellent
247 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 2 weeks
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More engineers needed!
One Velux electric roof light faulty, it was opening and closing every two minutes but not closing fully even though it wasn't raining. Have two in the room the other one is fine. 29th April telephoned customer service. Young lady was efficient and went through every step while on the phone with us to see if she could resolve. Window does not shut fully, so now locked in open position to stop the continual opening & closing. She couldn't resolve the issue..now you have to go online and send photos of everything to arrange an engineer. Lucky we had a ladder..this is where the service fails. Engineer booked to attend, SIX WEEKS time???? My wife is currently undergoing treatment for a serious condition and the wind sometimes howls through the gap so she avoids going near the kitchen but we have a through lounge so it's clearly heard in the other room. Called again, the are going to get an engineer to call to see if he can visit and somehow lock the window shut. The window is not even a year old....when originally installed we were showing friends how good they were, now we are showing them the opposite.
29 April 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your review. I’ve located your service visit and can see that our team has already been in touch with you today regarding the issue with your electric roof window. I’m really sorry for the inconvenience this has caused, I completely understand how unsettling the constant opening and the draught must be.
I can confirm that our technicians are scheduled to visit Wednesday the 20th to help secure the window. If anything changes or you experience any further issues before then, please don’t hesitate to contact us and quote your reference number: 16142626. We’re here to support you.
Thank you again for your patience.
Incredible Customer Service
I found a small piece of plastic on the outside of my Velux window. I photographed it and sent it to Customer Service asking what it was.
I received a complete explanation of the part together with a promise to send a no cost replacement.
In addition, I then also received an explanation of how to fit the replacement part.
Fantastic customer service.
Thank you so much.
14 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your experience. We’re really pleased we could identify the part for you, arrange a free replacement, and provide fitting guidance. It’s great to know the support you received made things easy and straightforward.
We appreciate your kind words and are always here if you need anything else.
Bex on Live Chat = Amazing!!!
Spoke (typed) to Bex on the Live chat, and she has been fantastic.
Answered all my questions, and even though it was an online chat, it came across like she has a smile on her face and enjoying herself! Very pleasant and very informative. Thank you Bex!
14 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your wonderful feedback. We’re so pleased to hear that Bex made your live chat experience so positive and enjoyable, your kind words will mean a lot to her.
We really appreciate you taking the time to share your experience. If you need anything else, we’re always here to help.
Question clearly answered through live chat conversation
Bex took time to understand the question that I was asking, and provided clear information that has answered it perfectly.
14 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for taking the time to leave this feedback. We’re really pleased to hear that Bex understood your question clearly and was able to provide the information you needed. It’s great to know the support you received was helpful and straightforward.
We appreciate your review and are always here if you need anything further.
Great service
I asked a question on fitting the velux blinds and the assistant answered all my questions and added the link to the installation process which I needed.
14 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thanks so much for your kind words. I’m delighted to hear that you received the guidance you needed on fitting your Velux blinds, along with the installation link. We’re here whenever you need us.
Great design service
We enjoyed really good help from Lynn at Velux through a design consultation. This assisted us in obtaining planning permission too. Highly recommended
14 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your lovely feedback. We’re delighted Lynne was able to support your design plans and help with the planning process. We really appreciate the recommendation and are glad the consultation made a difference.
I can't fault this company's service
I can't fault this company's service. True, they did at one point accidentally email me a quotation meant for somebody else, but this was quickly rectified. The installers turned up dead on time and did a thorough and professional job in a friendly manner, clearing up perfectly before they left. A job well done.
8 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you very much for your 5-star review and for sharing your experience.
We really appreciate your understanding regarding the mix-up, and we’re glad it was resolved quickly. It’s fantastic to hear that our installers arrived on time, carried out the work to a high standard, and left everything clean and tidy. Your kind words mean a lot to the whole team—thank you again for your support!
Velux Technical Query
Sophie was a great help and it was a pleasure discussing a suitable solution.
13 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for the 5-star review!
We’re delighted to hear that Sophie was able to help and that you enjoyed discussing a suitable solution with us.
We really appreciate your feedback and are here if you need any further assistance.
Rebekah was great and solved my query…
Rebekah was great and solved my query very quickly. Was confused and she brought clarity and sourced the best recommendation for me.
13 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you so much for your kind words. We’re delighted to hear that Rebekah was able to bring clarity and quickly find the best recommendation for you. We’ll be sure to pass your feedback on to her.
Our second replacement Velux…
This is the second replacement Velux window we have had installed. Our first experience was faultless - and the second was no different. Hard working folk who cleaned up after they had finished. We were very pleased.
5 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you so much for taking the time to share your feedback. We’re delighted to hear that you had a positive experience with us. Providing great service is something we take seriously, and it’s wonderful to know we met your expectations. If there’s ever anything more we can do for you, we’re always here to help.
Sophie Varney was great :-)
Sophie Varney was great help in understanding everything needed for our new loft bedroom windows - the render she provided was fantastic
12 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you so much for your kind 5-star review! ⭐
We’re delighted to hear that you had such a positive experience with Sophie. Providing clear guidance and helpful visuals is something we really pride ourselves on, so it’s great to know the render made a difference for you.
We’ll be sure to pass your lovely feedback on to Sophie — it will mean a lot to her!
If there’s anything else we can help with as your project progresses, please don’t hesitate to get in touch.
Bex was fantastic
Bex was fantastic - very speedy at replying, clearly knowledgeable, and also helped me identify a feature I wasn't even aware of. A credit to the velux team. Thank you Bex
12 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for the fantastic review! We’re really pleased to hear that Bex was able to help so quickly and share useful insights with you. Your kind words will be passed on to Bex and the team. We really appreciate you choosing VELUX.
Excellent customer service
Excellent customer service when phoning about an issue with solar kit on window
12 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your 5‑star review. We’re delighted to hear that you received excellent customer service when contacting us about your solar kit issue. Your feedback is greatly appreciated and will be shared with the team.
Outstanding customer service from the…
Outstanding customer service from the Velux office, both in preparing a quotation and the installation days.
Very happy with their product (windows and solar shutters)
13 April 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you, Vivienne, for the fantastic 5‑star review. We’re delighted to hear you had such a positive experience with our team, from the quotation stage right through to installation.
We’re thrilled you’re enjoying your new windows and solar shutters. Your feedback means a lot to us.
If you ever need anything in the future, we’re always here to help.
Reply from VELUX Great Britain & Ireland
Dear Grant,
Thank you for your kind words and for taking the time to share your feedback with us. We’re thrilled to hear that Rebekah was able to assist you promptly and effectively. Providing quick and helpful support is something we strive for, and it’s wonderful to know we met your expectations.
Speaking to Bex about my query ordering…
Speaking to Bex about my query ordering another blind (I broke mine) she was most helpful. My blind is 13yrs old and the colour may now be different to what they have now. She suggested ordering free colour samples to see if exact match to my other one. Thank you Velux
11 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Dear Jackie,
Thank you for your kind feedback! We’re delighted to hear that Bex was able to assist you with your query and provide a helpful solution. Ordering free color samples is indeed a great way to ensure the best match for your existing blind, especially given its age.
If there’s anything else we can do to support you further, please don’t hesitate to reach out. We’re here to help!
Outstanding Technical Support Customer Service
Just contacted Velux’s technical support. Dalton, the agent could not have been more helpful. He immediately knew what to do and gave very clear instructions on how to resolve the problem I had. The service was outstanding and probably one of the best support calls I have received from any company. Thank you!
7 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thanks so much for your fantastic feedback. Dalton will be thrilled to hear your comments. We’re really glad he could resolve your issue quickly and make the whole experience straightforward. It’s great to know the support you received stood out.
Outstanding servixe
Fantastic customer service and installation. Had a 40 year old Velux with water damage and they were able to assess the model, provide recommendations and organise fitting. Installer was also brilliant and cleaned the workspace before leaving
8 April 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you so much for your review. We're delighted to hear that our team could help with your 40‑year‑old Velux and provide clear recommendations from assessment through to installation. It’s great to know the installer left everything clean and tidy too. We truly appreciate your feedback and are glad you had such a positive experience.
Our flat roof windows needed resetting
Our flat roof windows needed resetting. We spoke to two people both of whom were patient and knowledgeable and gave us wonderful after sales care.
6 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Nicholas
Thank you so much for your fantastic review. We’re delighted to hear that our team were able to help reset your flat roof windows and that you found everyone you spoke with patient, knowledgeable, and supportive.
Providing great after‑sales care is really important to us, so it’s wonderful to know we delivered that for you.
We truly appreciate you taking the time to share your experience.
Quick and efficiently solved...........
I was telephoned by Alisdair the day after I sent in my enquiry. The issue was explained, the solution discussed and sorted on the spot followed by a confirmation email.
Thank you for calling and sorting quickly, much appreciated.
6 May 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Pat
Thank you so much for your wonderful review. We’re delighted to hear that Alisdair was able to contact you quickly, explain the issue clearly, and resolve everything on the spot.
We really appreciate your kind words and are glad we could get things sorted for you so efficiently.
Thanks again for taking the time to share your experience — it means a lot to us.
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