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How to make a complaint about glazing work in your home

Wednesday, 5th September 2018

Problem with your window installation? Issues with a new conservatory or doorset? Read our advice on how to resolve a dispute with a glazing company.

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Whether it’s replacing old windows and doors or having a sunlight-filled conservatory or orangery installed on your property, glazing professionals can help you improve your home in countless ways – and gains in energy efficiency are just some of the many potential benefits.

However just as with any company that provides goods or services, from time to time it may occur that a dispute arises between a homeowner and a glazing company.

What if this happens to you? What is the best way to proceed? And what complaint resolution processes are available to you? We’ve put together a quick guide on how to make your way from complaint to resolution with a glazing company.

1. Make the company aware of the issue

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If you have concerns about glazing work carried out in your home, it is best to first communicate these directly to the company that carried out the work.

While the exact complaints procedure may differ depending on the company, in general a channel should exist that allows you to raise your issue formally and then expect a response on the part of the company within a reasonable time frame.

If you choose a GGF Member company you can be assured it has an effective complaints handling system.

Members of the Glass and Glazing Federation (GGF) that sell products and/or services directly to domestic consumers are required by the GGF Consumer Code of Practice to have an effective complaints handling system.

That means homeowners can be confident that GGF Members will initially respond to or acknowledge any consumer complaint within two weeks of the complaint being received.

More: Why use a GGF Member company

2. Keep a record of your communications

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We recommend keeping a log of each time you contact the company, starting when you first bring the issue to its attention and continuing throughout any subsequent exchanges.

If you are unsure how to initially raise your complaint, talking to a company representative in person or on the phone is a good place to start. This should allow you to either raise your issue directly there and then, or learn the appropriate procedure for formalising your complaint.

When this isn’t possible, you should be able to find information on a company’s complaints procedure on its website. If the company doesn’t have a website and there is no indication of an official complaints resolution procedure, write it a letter setting out the specifics of your complaint.

3. If you can’t reach a resolution with the company

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If you believe you aren’t being heard or feel the complaint you have raised is being ignored by the company that carried out the work, you may need to pursue alternative forms of dispute resolution.

These include:

If your dispute is with a GGF Member company, you can apply to the free GGF Conciliation Service.

The GGF Conciliation Service is an independent and impartial dispute resolution procedure available exclusively to customers of GGF Member companies.

Its overriding principle is to ensure GGF Members meet their contractual responsibilities to their customers.

The GGF Conciliation Officer endeavours to keep all parties informed so as to create a situation whereby a mutually agreed solution to an existing dispute is reached.

More: Resolving a dispute with a GGF Member

4. For non-glazing related disputes

If you have a non-glazing dispute with a company, MyGlazing.com recommends contacting Citizens Advice.

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues, including information about your rights when buying goods and services.

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More: Get the best consumer help and advice
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