How to buy double glazing Your rights when buying double glazing
There are laws in place to protect you when you use a double glazing installer.
Under the Supply of Goods and Services Act 1982, any double glazing installation should:
- be done using ‘reasonable care and skill’
- the windows should be made with materials that are ‘of satisfactory quality’ and ‘fit for their purpose’
- be ‘as described’ - eg what you ordered.
If the double glazing installer doesn’t meet the conditions above, it has breached its contract and you have the right to have the windows repaired or replaced. The double glazing company can decide which of these it is prepared to do, based on what's cheaper. For more information, see our guide on how to avoid building-work disputes.
You can also use our template letters if you need to write to your double glazing company about a problem you've encountered.
See our letter to complain about builders in England, Wales and Northern Ireland and also our letter to complain about builders in Scotland.
The double glazing company has to make sure that any repair or replacement is carried out ‘within a reasonable time but without causing significant inconvenience’.
Double glazing contracts
Be aware of your rights if you do sign a contract. You have seven days to cancel a contract that you sign in your own home, under the Cancellation of Contracts made in a Consumer’s Home or Place of Work Regulations 2008. The trader has to explain your rights in writing, and the seven days do not start running until this has been done. Any finance agreement that the double glazing company arranges for you will automatically come to an end if you exercise your right to cancel.
You can ask to have the windows made and installed before the seven days have elapsed if you choose to - but you'll waive your cancellation rights. In this event the trader would also have to put the new agreement in writing. Be careful that you don’t sign away your rights without meaning to.
Always remember that if you make the contract at the trader’s premises you have no automatic right to cancel. Check the contract to see if the trader has given you any right to cancel and, if so, whether you would forfeit any money.
How to resolve problems with a double glazing company
1 Act quickly: as soon as you know there is a problem, contact the double glazing installer. If you phone, follow up the conversation with a letter. Confirm the problem and state what the double glazing installer agreed it would do and by when. See our sample letters above.
2 Agree a final date: if the double glazing installer doesn't sort out the problems when it said it would, contact the installer again. Agree a final date by which the work must be completed.
3 Final ultimatum: if the final deadline passes or the double glazing installer has done nothing to fix the problem, give the installer a final ultimatum. If it doesn’t fix the problem within a short deadline, you will get someone else to do it and claim back the cost from the installer - by taking it to court if necessary.
4 Evidence of problems: if the double glazing installer still doesn't respond or refuses to do the work, get quotes for fixing the problem from other glazing installers. But before they start work, make sure you have a report of the problems, including photographs where necessary. You will need this as evidence if you claim against the original double glazers in court.
5 Court action: when the new double glazing installer has completed the work, write to the original double glazers claiming the money you have had to spend, and explaining exactly what work was done. If it does not pay up, you will have to start court proceedings to claim back the money. If the amount involved is less than the small claims limit (£10,000 in England and Wales, £3,000 in Scotland and Northern Ireland), you will be able to use the small claims court. For more information, read our guide to the small claims court.
Double glazing ombudsman
There are third-party services also available to help resolve problems.
The Glass and Glazing Federation (GGF) offers a conciliation and arbitration service for its members. The GGF says that 95% of cases are resolved via conciliation, with the remainder being referred to an independent arbitration scheme. It's a good idea to make sure the double glazing company you hire is a member of the GGF.
There are also other independent services available - The Glazing Ombudsman (TGO) and the Double Glazing and Conservatory Quality Assurance Ombudsman Scheme (DGCOS). Check if your trader is part of either of these ombudsman schemes.
Under the Consumer Credit Act 1974, a credit company is equally liable with the double glazing company for any breaches of contract. You don't have to pay for all of the work by credit card - you could just use it to put down a deposit, for example. The Act also applies if the double glazing company arranges a finance agreement for you to pay for the work, but not if you simply take out a bank loan yourself.
You are covered for misrepresentation; for example, if the double glazing company makes promises about its product or service that turn out to be untrue. You're also covered if the double glazing trader goes out of business before finishing the job, as you can claim the cost of finishing it from the credit card provider. The contract must be for more than £100, but less than £30,000. For more information, see our guide to understanding the consumer credit act.