Consumer rights when buying double glazing

Installing double glazing is a major home improvement that can transform the look of your entire home. The job can often be complex so it's important to make sure that the person installing your new windows is skilled, experienced and fully registered with the appropriate regulatory bodies. You don't want to risk the potential damage that could be caused to your home by hiring someone who may not adhere to the strict industry guidelines that reputable installers are tested on.

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At Safestyle we are the UK's number one installer of uPVC windows and doors, with over 20 years of experience, so we know our stuff when it comes to completing the job responsibly and to the highest standard. To reduce the risk of problems after a double glazing installation it's best to use an organisation that is registered with a competent persons scheme; we are fully registered with BSI, FENSA and The Glass and Glazing Federation (GGF).

Whether you choose to purchase your new windows from Safestyle or another company we think it's important that you know and understand your consumer rights so that you can make an informed decision and get the results you want.

Consumer protection laws

There are a number of laws in place that protect you when it comes to having double glazing fitted. The rights that you have will depend on various factors such as your specific contract and whether you are buying standard size windows or ones that are made to measure.

The Supply of Goods and Services Act 1982 states that any double glazing installation should:

  • Be fitted with reasonable care and skill
  • The windows should be 'of satisfactory quality' and 'fit for purpose'
  • The windows must be the model you ordered
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Problems after double glazing installation

If you are not happy with your double glazing installation it's extremely important that you make the fitters and the company aware of your issues as soon as possible. You must put your complaint to the company directly and allow them a reasonable amount of time to resolve the issues before referring the complaint to any third party. You can learn more about Safestyle's customer charter and complaint handling procedure here.

If it is found that your windows do not meet the above conditions then by law you are entitled to have the windows repaired or replaced at no additional cost. At Safestyle we provide industry leading aftercare and offer a 10 year guarantee with any of our services; we guarantee to repair or replace any reasonable faults which may develop due to inferior workmanship for a decade after the installation.

Extra protection when paying by credit

You will have extra protection if you choose to pay for your double glazing installation by credit or a finance agreement. Under the Consumer Credit Act 1974 the company providing credit is equally liable if it is found that the double glazing company has breached the contract. To be applicable the contract must be for less than £30,000 and more than £100. You will also be covered if the trader goes out of business before finishing the job or has misrepresented themselves to an unreasonable degree.

Right to cancel double glazing installation

As double glazing is a bespoke item the company does not have to offer any right to cancel if the contract is made at the trader's premises. If you choose an installation company that is registered with the GGF you have seven days to cancel the contract from the date it was first signed. You must contact the company within the appropriate time frame and clearly express your right to cancel, once the contract has been cancelled you will not be liable to pay.

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