DOUBLE GLAZING
WHAT TO DO IF THINGS GO WRONG
If you are unhappy with the work that you have had done tell
the company straight away. Don’t sign a satisfaction
note or complete payment.
Outline the problems to the installer in writing and keep a record
of any phonecalls and correspondence with the company, as well
as evidence such as photographs or any broken items.
If the company is unhelpful, take the problem to your local advice
centre, as well as any trade organisation the company belongs to.
The Glass and Glazing Federation is the only organisation with
a formal complaints procedure. Other Associations may have Codes
of Practice and it may be worth alerting them to a member company
which is not acting fairly.
If things still cannot
be sorted out, you can use the arbitration scheme run by the
GGF if the Company that you
are dealing with
is a member. Alternatively you can use the Small Claims Court if
the disputed sum is less than £2,000. If it is more than
this amount, you will need legal advice and you may need to go
through a more formal court system to claim compensation.
If you want the company to fix the problem, but they refuse until
you have paid their bill in full, get an estimate from another
installer to do the job. Let the original company know that you
are giving them 7 days to put the job to rights, after which time
you will arrange to have the work completed by another company.
If you ultimately have
to do this, pay the remainder of the original installer’s
bill, minus the amount you need for the remedial work, explaining
in writing why you are
doing this. The installer
may choose to sue you for the unpaid part of their bill, but this
will then be the only amount under dispute.
HOW TO COMPLAIN SUCCESSFULLY
Ask yourself what you want to achieve: Complaining involves a lot
of inconvenience - this will be worthwhile if you get your money
back. However, some complaints may only yield an apology and
perhaps a better deal for the next customer.
Know your rights: Before you complain, make sure that you know
exactly what you are entitled to. But be ready to call it a day
if you get an offer which is acceptable even if it is not exactly
what you wanted.
Target your complaint: Do not vent your anger on the wrong person
who may not have the authority to offer you what you want. Ask
to see the manager or whoever is in charge. Keep a note of their
name and address and write or telephone them. Remember to keep
copies of any letters written.
Get your facts right: Set out details of your complaint very clearly.
Make sure that you have all the supporting evidence - brochures,
adverts, estimates, bills, photographs etc
Complain in person: a personal visit often succeeds where a letter
or phonecall does not. However, keep the meeting friendly - do
not lose your temper!
Follow up in writing: Type or write legibly setting out the following
- the facts of the contract
- what you paid for and when
- the nature of your complaint
- the legal position as you see it
Enclose copies of relevant documents such as bills, sales literature
etc. Do not send the originals.
Sending letters by recorded delivery may make a greater impact
and gives proof of delivery.
Keep the paperwork.
Never through away anything that might be relevant. Keep copies
of all letters, notes of telephone calls and visits and anything
which might help.
Stick with it! Don’t lose patience and don’t be fobbed
off by accepting less than you are entitled to.
Give praise where it is due. Saying thank you will not only help
to ensure a good service remains so - it will also build up goodwill
in the event of something going wrong.
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