Thank you for your feedback. We’ve reviewed your case and can confirm that this matter is currently with Safe Deposit Scotland (SDS), where we’ve recommended proceeding to adjudication so that an independent adjudicator can review all evidence and make a fair decision. Regarding the window, after further investigation we’ve confirmed that the damage appears to be a stress crack, and therefore no charge will be applied for this. We trust that SDS’s impartial adjudication process will help bring this matter to a fair resolution.