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QASSS shortlisted at both the UK Complaint Handling Awards and The Top 50 Companies for Customer Service Awards

Awards Customer Service

We’re pleased to announce that QASSS (QA Scheme Support Services) that operate DGCOS, HIES and HICS consumer protection schemes have been announced as finalists at both the UK Complaint Handling Awards and The Top 50 Companies for Customer Service Awards.

The UK Complaint Handling Awards is now in its 4th year and continues to be the only awards programme in the UK to recognise the inspiring organisations who are dedicated to effective complaint handling. The UK Complaint Handling Awards have recently been accredited with the Gold Standard in the Awards Trust Mark Scheme from the Independent Awards Standards Council, meeting all 18 criteria to qualify for the highest trust mark possible. QASSS has been nominated as finalists in 2 categories, including ‘Best Complaint Handling’ and ‘Best Complaint Handling Team of the Year – Initiative’, competing alongside companies such as the Co-op, Virgin Money and EE.

The Top 50 Companies for Customer Service programme is one of the biggest customer service and benchmarking programmes in the UK. QASSS has been nominated as a finalist in the ‘special moment’ category for outstanding customer service. The awards gala dinner will take place on Thursday 23rd January at the Hilton Birmingham Metropole, where they will unveil the top performers in each category and present special awards for outstanding service.

For over a decade, the Top 50 Companies for Customer Service Programme has delivered robust cross-industry benchmarking data for many of the UK’s best-known brands, generated by thousands of real interactions with real customers.

Ciarán Harkin, Managing Director at QASSS, commented, “I am delighted that all our efforts of hitting customer service targets have paid off. We are here to help consumers and suppliers across the home improvement, renewables and glazing industry settle their disputes quickly and with impartiality. The fact we are finalists at these awards reflects the fantastic work that our customer service and alternative dispute resolution teams do on a daily basis. “

Charlotte Pilkington, Dispute Resolution Manager at QASSS, commented “I’m genuinely honoured that we have now been shortlisted for two awards this year. As a team, we work incredibly hard to deliver the best customer service we can. Our key goal to improve the speed of resolution was achieved in 2019 which means that we are now industry-leading in terms of speed in the home improvement sector. A big thank you to my dispute resolution team for working so hard and I’m confident that we will raise standards even further this year.”

HICS, DGCOS & HIES Launch a New Installer Hub for Members

It’s an early Christmas for our scheme members. We are proud to announce that we launched our Installer Hub for DGCOSHIES and HICS members on 13th December.

The Installer Hub brings together an online shop and job registration portal, making it easy for our members to order their marketing material AND register their jobs, all on the one site.

The Installer Hub will offer the following benefits:

  • Marketing material will be easy to order 24/7
  • The job registration and marketing material will be in one place
  • Members can replenish their stock whenever they want
  • Speedy delivery for marketing materials

Scheme members benefit from:

  • Increased profit margins
  • Increased sales conversion rate
  • Reduce cancellation rates
  • Access for finance facilities

and much more…

Ciarán Harkin, Managing Director at DGCOS, HIES & HICS, commented:

“We are pleased to launch our new Installer Hub, it will save our members time as they can order their marketing materials easily and quickly at any time of the day. A big thank you to our members during 2019, it’s been a great year, and we look forward to working with you in 2020.”

Scheme members should have received an email with step by step instructions on how to use the Installer Hub. If this is not the case, or you would like to discuss this further, please contact our service delivery team via phone on 0333 323 2655 or servicedelivery@qasss.co.uk

Access to both the job registration portal and marketing materials will be available via the NEW Installer Hub site.

Opportunity for Tradespeople as Homeowners Look to Improve, Not Move

A recent survey has revealed that UK homeowners are set to spend up to £55.5 billion on home improvements in the next 12 months. 47% of Brits are worried about the impending impact that Brexit may have on the housing market, resulting in many looking to ‘improve not move’. [1]

What does this mean for installation companies?

51% of those surveyed were planning home improvements in the next year with 39% looking to spend between £2,000-£10,000. [1]

With more homeowners looking to ‘improve not move’, this is a real window of opportunity for installation companies to generate new business in what is an uncertain marketplace given the forthcoming general election and Brexit.

How can installers seize the opportunity?

Most homeowners get multiple quotes before choosing a company to carry out works in their homes. Price is one of the main factors that homeowners will take into consideration, but equally important is trust, confidence and reliability.

Being a member of a consumer protection scheme, which gives consumers full peace of mind, reinforces trust and credibility with customers which helps convert more sales.

If all else fails, according to research by Boiler Guide, customers are automatically more likely to trust you if your name is Nigel. This is closely followed by the names Gary and Paul. Bad luck if your name is Jack though, you had better keep reading and get signed up to a consumer protection scheme as soon as possible! [2]

How can consumer protection schemes help?

The DGCOS, HICS and HIES consumer protection schemes ensure that consumers are protected before, during and after their home installation:

  • Being an accredited installer in our trusted network really does make a difference. This shows potential customers that they can trust that the company has been vetted and adhere to a scheme’s rules.
  • Marketing material can help create a lasting impression with customers and help increase conversions. Most installers use our supporting material across a wide variety of formats (including on company websites, social media, emailed and given out directly) to help demonstrate the full extent of the consumer protection and benefits they’ll receive.
  • Quite often the first hurdle is taking the deposit. At this point, you have done no work and you are asking for a large sum of money based on your word/reputation. Being able to offer your customers deposit protection gives them extra confidence at the point of sale.
  • Providing customers with valid, reputable, insurance means that customers can rest assured knowing if the installation company ceases to trade, the workmanship guarantee will be protected. For your peace of mind as an installer, make sure this is a policy without difficult exclusion clauses that could leave your customers unprotected.
  • If things should go wrong, customers also have an extra layer of security knowing that they can access free ADR (alternative dispute resolution services) and free access to the Ombudsman.

How to join?

If you’d like to find out more about the benefit of joining HICS and becoming a member, please contact the Service Delivery team via our contact form or call 0333 323 2655.

 [1] A nationwide survey conducted by Checkatrade.com
[2] An analysis conducted by Boiler Guide

House photo created by freepik – www.freepik.com

Propensio Finance joins HICS as a new Affiliate Partner

QA Scheme Support Services (QASSS) who operate home improvement consumer protection schemes (HIES, HICS and DGCOS) are pleased to accept and welcome Propensio Finance, as a new Affiliate Partner.

Propensio Finance specialise in providing fast, flexible, non-prime lending to the home improvement market, widening the customer base for installers to those with less than perfect credit scores, helping convert more sales.

Dave Hindle, Managing Director of Propensio Finance, commented,

We are thrilled to have become accredited as an Affiliate Partner, working with QASSS and their home improvement consumer schemes. We want to work with reputable installers, who already provide finance to consumers, to give them a broader range of finance options including specialist non-prime finance, helping those consumers with a less than perfect credit score spread the cost of their home improvements.”

Important factors in Propensio Finance’s accreditation process were their commitment to understanding installer and customer needs, swift and efficient management of the process and their competitive interest rates.

Ciarán Harkin, Managing Director of QASSS, commented,

“We are delighted to welcome Propensio Finance as our latest Affiliate Partner. It’s great to work with a partner who is committed to inclusive and responsible lending in the non-prime marketplace. This means that installers can offer unsecured loans with competitive interest rates to customers who would normally be turned down.”

From replacement boilers, fitted kitchens and bathrooms to new uPVC windows and conservatories, Propensio Finance can often accept customer applications that your first line lender can’t, giving companies and installers a wider range of funding options, enabling companies the ability to deliver their products to a more extensive customer base.

Propensio Finance want to work with installers and companies who are FCA regulated or can offer finance through an appointed representative. If you want to find out more about Propensio Finance and their lending options, register your interest by following the link here.

Notes:

Who are Propensio Finance?

Propensio Finance is a specialist provider of point of sale, non-prime consumer finance to a portfolio of introducer partners in the home improvements sector. They have over 60 years’ experience collectively in the home improvement sector. Propensio Finance help customers with a less-than-perfect credit history obtain the credit they are seeking to fund their project.

Who is QASSS?

QASSS is a business support service to companies and organisations working in the glazing, building, renewables and home improvement sectors. QASSS specialise in dispute resolution services, remedial works management, access and management of reputable installer network, marketing campaign support and other services that may support the needs of home improvement businesses.

Smart Homes Require ‘Smart’ Installers

smart home technology

Installers, are you future-proofed? Are you keeping up to date with the latest innovations? If so, you may be delving into the world of smart home technology. In fact, that may be the very reason you have clicked on this blog. If you are an installer whose homeowners are investing in smart home technology or you are just eager to learn more and close a few knowledge gaps, you’re in the right place. This guide will walk you through the basics of smart home technology and how to use the technology to sell more.

What is a smart home?

A smart home uses technology to improve home life. Homeowners can control electronic devices in the home in real time or through automation. Three popular examples are lighting, security and heating. These smart devices are connected to the internet and can be controlled using a mobile phone or any other networked device. Other terms for smart homes are home automation and smart buildings.

What are the benefits of smart homes?

Key benefits of smart homes are that they can save homeowners energy and money, provide them with greater security and safety, enable them to make ‘smarter’ choices and ultimately, make their life easier.

Save homeowners energy and money
Smart devices can not only switch off appliances, but they can also monitor energy usage, allowing homeowners to stay informed of how much energy is being used day-to-day and what it is costing. Installing smart technology to monitor heating, water and electricity reduces the likelihood of homeowners receiving a larger bill than expected and aids homeowner education.

Provide homeowners with greater security and safety
With smart technology homeowners can secure their doors and windows at the click of a button, watch live streams of their home whilst away and be alerted to any unusual activity.

Make homeowners’ lives easier
Smart technology brings greater control to the homeowner, enabling homes to work around them, not the other way around. With smart technology homeowners can turn their pre-set heating off in the circumstance that last-minute plans crop up, they could unlock the door for a family member who has returned home earlier than expected, and they could also turn the lights on ready to welcome them home late in the evening. The best bit? They can do all of these without having to be in their home.

Educated homeowners make ‘smarter’ choices.
Smart technology is designed to make lives easier, but it also designed to make the homeowner more conscious of their actions, particularly when it comes to our countries carbon footprint.

Home awareness is key to any installers tool kit, educated homeowners offer great upselling opportunities to installers and smart tech could get your foot in the door.

For example,

  1. Homeowner monitors their energy spend through their smart device that you installed.
  2. Homeowner realises their spend is too high.
  3. Homeowner looks to reduce energy bills.
  4. Homeowner looks for a more efficient/cost effective way to manage their energy.
  5. Homeowner looks at the product range you offered them on your first visit.
  6. Homeowner purchases combi-boiler or a solar assisted heat pump meaning that you earn return custom.

Top tip: Make sure you leave a good impression no matter how small the job, return custom and referrals are a major lead generator for most installers.

What are the major smart home systems?

With the growing popularity of smart homes, there are many systems to choose from. However, the current two major smart home systems are Amazon Alexa and Google Assistant.

How do homeowners get started with smart technology?

As with all areas of home improvement, most homeowners begin the process with research. They will be looking online and asking installers for product reviews, weighing up the pros and cons and looking for a ballpark figure for costs.

Therefore, your customer could ask you about smart technology and being educated could potentially pay off for you. Although not all smart home products require professional installation, educating yourself in all areas of smart technology enables you to advise your customer, whatever their question.

What are the benefits of smart homes to an installer?

Creating a smart home is not just installing an Amazon or Google system and asking it to play your favourite song, it is much more than that.

At their core ‘Smart Systems’ are designed to empower homeowners to become more informed, more secure and more aware which in turn creates opportunities for home improvement companies.

For example;

A homeowner who is more aware of their energy bill spend may seek renewable technology.
A homeowner who installs a smart doorbell, may seek a smart door.
A homeowner who installs a smart window/door sensor, may seek new windows and doors.
A homeowner who installs a smart meter, may seek a smart lighting system and thermostat.
A homeowner who installs a smart camera, may seek a full security system.

What smart technologies should installers be considering?

  1. Smart Doors
  2. Smart Lighting Systems
  3. Smart Sound Systems
  4. Smart Smoke Detectors
  5. Smart Doorbells
  6. Smart Security Systems

Top Tip: You could explore all smart technologies and package it up as a one-off installation, ‘Smart Home Package’, a package that would create an instant smart home.

How can installers get started with smart technology?

You’ve already taken an important step by reading our basic guide to smart technology. The next step is to prioritise staying informed. “But, how?” we hear you ask. There is more than one route to go down. Some installers will prefer to stay informed by investing in training, while others may prefer subscribing to newsletters and blogs or speaking with other installers and/or homeowners. Each is helpful and can keep installers in the know.

Staying informed ensures that you are in a perfect position to advise customers on the benefits, latest innovations and trends and associated costs when planning a smart home.

Below we have included some resources that you may find helpful should you wish to continue your smart home learning.

https://www.cediaeducation.com/courses/installer-courses

http://www.smarthomeacademy.co.uk/

https://smarthomesolver.com/

Photo by John Tekeridis from Pexels

Greentherm Solutions Joins HICS as an Affiliate Partner

greentherm solutions

Home Improvement Consumer Protection Scheme (HICS) have accepted Greentherm Solutions onto their Affiliate Partner Scheme as the UK’s first Icynene spray-foam technology distributor.

Greentherm Solutions specialise in spray applied insulation, using Icynene high-performance spray-foam technology, a system originally developed in Canada.

Paddy Leighton, Director of Greentherm Solutions, commented,

Icynene is a modern alternative to traditional forms of insulation, delivering quality and innovation in home insulation. We were keen to work with HICS, a highly reputable consumer protection scheme who can offer end to end complete consumer protection.”

Paddy continued,

Traditional forms of insulation are relatively inefficient and can lead to cold bridging (a weak spot in the insulation) and localised condensation and dampness. Icynene, endorsed by the Energy Saving Trust, is a fully breathable, environmentally friendly open-cell spray foam insulation that delivers up to 50% greater energy savings when compared to other home insulation products and has the highest level of vapour resistivity of any soft foam on the market.”

Ciarán Harkin, Managing Director of HICS, commented,

“We are very excited to have Greentherm Solutions on board as a HICS Affiliate Partner. HICS is all about protecting consumers and giving them trust, confidence and peace of mind. We welcome partnerships with companies such as Greentherm Solutions who can deliver innovative products and highly-trained installers to help positively impact the home insulation market.”

 

Notes:

Who are Greentherm Solutions Ltd?

Greentherm Solutions Limited are distributors for Icynene. Greentherm Solutions Directors have over 30 years’ experience each in the construction industry. They are the sole distributor of the Icynene range of spray-foam insulation products to the UK market. Greentherm has a network of accredited contractors in the British Isles. Icynene has achieved BBA, ETA and BDA approvals and certifications together with a host of other approvals and recommendations.

Who is HICS?

Home Improvement Consumer Protection Scheme (HICS) is a consumer protection organisation covering a range of installations within the home improvement sector. HICS ensures that consumers are dealt with professionally, courteously and sympathetically. Any products installed by HICS Members must be fit for purpose, installed professionally and come with comprehensive guarantees which are covered by specialist insurance providing consumers with a high level of protection. HICS is supported and endorsed by consumer champions Nick Ross and George Clarke.

HICS also believes that consumers should have free access to robust dispute resolution and therefore provides consumers with free Mediation and free independent inspections to assist with installation or product malfunctions (at HICS’ discretion).

Photography From Left to Right: Ciarán Harkin (HICS), Paddy Leighton (Greentherm Solutions), Laura Holmes (HICS)

Combatting the Cowboy Conundrum

Cowboy installers have created a real problem for the industry. They have taken advantage of consumers’ trust and money and some of them have even put consumers’ lives at risk. It is no surprise that many installers face the challenge of generating new leads – if the consumer doesn’t trust their tradesman then they are never going to allow them into their home, are they?

Fighting off a bad reputation is never easy but there are steps you can take. Here are our top two.

First and foremost, become an accredited installer.

Look for a trustworthy scheme you can join that will offer your customers real consumer protection. Being able to offer your prospective customer a variety of benefits will help provide them with the trust, confidence and of peace mind often required to secure that sale or contract. Having reputable fall-back options is very important to them. Make sure you are vetted and accredited, you don’t want to join a scheme that accepts you just because you pay the membership fee.

When looking for a trustworthy scheme, it can be difficult to know which one to choose as each badge appears to offer ‘financial protection’ for you and your consumer. The real challenge is identifying which one offers real, trustworthy consumer protection. The market is vast and competitive.

Prior to looking for the scheme you want to join, ask yourself, ”what is good consumer protection?” and “how can I identify if a scheme is offering good consumer protection?” and then go from there.

Our answer to those questions? The devil is in the detail. We, at HICS, offer free deposit and stage payment protection, free IBGs and free mediation services not just for the fun of it, but because we know it resonates with consumers, we know it is important for them to have the peace of mind they deserve and we know it is the best offering in the market.

Next, build your online reputation.

One way to do this is by securing positive reviews and recommendations. Seeing and/or hearing about how you finished a job on time, perfected it and had no hidden costs is music to a homeowner’s ears.

Often, if you have done a good job and impressed your customer, your customer will automatically leave you a positive review. However sometimes it is not as simple as that and your reviews are few and far between. If you find yourself stuck in the latter, be proactive and ask your customers if they would kindly leave a review for you and once received, make sure you reply with your thanks and/or comments.

Additionally, if you become an accredited HICS member then you will have access to a membership pack which you can share with your customers at your leisure. This is another way to build your reputation as each piece of marketing material that you receive enables your customer to see that you are part of a trustworthy scheme, and they have lots of information to sift through should they wish to, prior to their installation.

Your trustworthy reputation alone should increase leads in no time.

Light photo created by freepik – www.freepik.com

How to Tackle the Rise in Tool Theft – Top Tips for Tradesmen

From having flexible working schedules to playing pranks on site, sometimes you think there is no better job than that of a tradesman. You can make a substantial amount of money, have fun and clock off early all on the same day. But, despite all the positives, unfortunately there are also plenty of negatives affecting tradesmen today.

In our three-part blog series, we will highlight the areas of concern and how tradesmen can avoid, or at least mitigate the impact of, these issues. Today, we’re honing in on tool theft.

There is a year on year rise in tool theft:

Statistics show that a van is broken into every 23 minutes.[1] Tool theft claims within the trade industry have cost over a staggering £2.8 million, with the average value claim being around £1,626.[1]

In 2014/15 there had been 14,063 thefts reported from vans which vastly increased to 23,859 in 2017/18, according to research by Volkswagen Commercial Vehicles via a Freedom of Information request This is a shocking 69.66% increase in just three years.

The statistics above may come as no surprise to tradesmen, especially if you have experienced tool theft yourself or know those that have. Instead we advise you to see the above information as a powerful reminder that tool theft is happening, and it is on the rise.

With tools being a substantial investment and imperative to carry out your work it is important to take some steps to protect them.

What do we recommend?

Make security your priority:

Improve your locks, fit an additional, more advanced alarm and make sure you unload the tools from your van every single night. You could even install tinted windows and add a ‘no tools are stored in this vehicle’ sticker on your van as additional security measures.

Take a look at Screwfix to see what van security accessories are available. They have a wide range of products and are a great place to start.

Tool insurance:

Your tools are essential to your work so insuring them is arguably one of the most important types of insurance you should get. Therefore, if you unfortunately find yourself victim to tool theft, your tools are covered. A good place to start when looking for tool insurance is GoCompare, just insert all of the information required and you will receive many different tool insurance quotes to sift through. Make sure you look into them properly to find out which is best suited to you, we all want to save money but with insurance it’s not always the best idea to go cheap.

Remember to keep your insurance up to date, too. You will have to renew this every year. Most insurers will send you an electronic reminder for this but it’s best to keep a note for yourself somewhere too.

Perfect your parking:

And no, we don’t mean parallel. If it is possible, always park where there is CCTV, if not, park in sight of others as this will likely scare off any thieves. You should also always try to park smart to prevent easy accessibility into your van e.g. with your back or side doors close to a wall, making them harder to open.

[1] https://phpionline.co.uk/feature-articles/online-exclusive-severe-van-tool-theft-uk/

Background photo created by freepik – www.freepik.com

Dealing with Late Payments – Top Tips for Tradesmen

Is there anything worse than finishing a job and not being paid on time? This is a serious problem in the industry and even worse for those who are self-employed. If employees at an organisation were paid days, weeks or even months late, there would be chaos. So why is it brushed off in the home improvement sector as normal?

Tips to avoid late payment:

 

Establish clear payment terms and deadlines before beginning the work

Make sure you state an exact due date for payment as opposed to ‘due in x number of weeks’. It is also a good idea to include a late payment policy. This combined will hopefully reiterate the importance of being paid on time to your customer. Whilst 60/90-day payment terms are common, don’t just follow the crowd, set payment terms to meet your cashflow. Pick a timeline that is suitable to you.

Additionally, why not explore the option of early payment incentives and late payment penalties?

Triple check your invoice

Have you missed something? If there is any missing information, then the customer may be waiting to hear from you rather than confronting you themselves. Click here to view a guide provided by Xero that walks you through the process of making an invoice – you can check that you haven’t missed off any of these steps and act accordingly if you have.

Make it easy for customers to pay

Everyone has a preferred method when it comes to paying, so have you thought about offering cheque payment and online payment? The customer has a choice then and no excuses.

Considering we now live in a digital world; a further consideration would be to explore the options of automation in invoicing and following up payments.

Three of the most popular accounting solutions are QuickBooks, Xero and Sage – check them out and see what could work best for you and your business.

Communicate regularly

We’re all human and most of us have a brain that’s working a mile a minute; meaning that important information sometimes slips our minds. To avoid this being your payment information that is forgotten, make sure you communicate regularly with your customer in the run up to their payment due date. You could do this by sending a friendly reminder in the week/s running up to the deadline date either by letter, email or even phone call, whichever way you normally work.

What to do if your payments are still being missed, despite doing all the above


Chase immediately

Make sure you call your customer when chasing payment. Some do not check their emails every day and for those who do, it is easy for them to leave your email unanswered.

Keep your cool

As difficult as it may be sometimes, keep your cool. Try to compose yourself before speaking with clients, no matter how frustrated you may feel. Doing so ensures you don’t damage the relationship with your client and/or your reputation. Payment is likely to be received quicker if you are polite as opposed to aggressive.

No matter how tempting this might be, trust us, it doesn’t end well.

Act

If persistence and politeness still isn’t budging your client, then it may be time to act. Not sure where to start? Take a look at the Government’s business support website; or call their helpline as a first resort. They are accessible Monday – Friday from 9am to 6pm on 0300 456 3565.

Finally, don’t forget that as a contractor you have a statutory right to claim interest from clients who don’t pay their bills on time, thanks to The Late Payment of Commercial Debts (Interest) Act. 

Business photo created by katemangostar – www.freepik.com

Apple Panels Enter into Creditors Voluntary Liquidation

It was announced on Wednesday 19th December 2018, that Apple Panels Ltd is beginning the process to enter into Creditors Voluntary Liquidation (CVL). They will cease to trade with immediate effect.

We understand this is unwelcome news, especially at this time of year.

Apple has stated on their website that Quantuma LLP will be handling the CVL, and they may be able to provide further information and can be contacted 02380 336464.

Update of 25/01/2019 from Quantuma LLP:

“I would advise that a sale of the business and assets of the Company, including the customer contracts, was completed on 23 January 2019. The purchaser is County Windows (Winchester) Limited.

County Windows (Winchester) Limited will work to honour as many of the contracts wherever possible.

If you have been contacted by any other party, purporting to have taken over the business of Apple Panels Limited or Apple Home Improvements, please be advised that this is not correct and they are not acting with authority of the Joint Administrators (Simon Campbell and Andrew Watling).”

Below is the statement on the Apple Panels Ltd website:

Apple Panels Ltd are sorry to announce that due to the current economic climate and a number of exceptional issues that have arisen during trading over the last 18 months the Director is taking steps to place the Company into Liquidation (Creditors Voluntary Liquidation) and will cease trading with immediate effect.

We appreciate that this will, unfortunately, result in a number of staff, sub-contractors, customers and suppliers being let down at what can be a difficult time of year. For customers who have queries in regard to the warranty on their installations, or have questions concerning a current contract, we recommend you contact either the Independent Insurance Backed Guarantee company (if this was included with the purchase of your contract) or the finance lender if Apple introduced you to the lender.

We will await more information regarding this matter and update this blog accordingly. There are still many scenarios which could impact this situation and we await further information. It is incredibly disappointing to have to publish this statement, especially at such a sensitive time of the year. We hope to provide more clarity in the coming weeks and thank you in advance for your patience in this matter.

More information on your statutory rights:

Chargeback

If you have paid a deposit on your full works in the last 120 days and your merchant has ceased to trade, you can ask your card provider to try and claw back the money you’ve paid via a Chargeback.
A chargeback is not enshrined in law, it is a part of the Scheme Rules that participating banks subscribe to. We recommend you give your bank a call to discuss this option. Note: there does need to be money in the merchants account for the clawback to go ahead.

Finance

If you purchased your windows/doors/conservatory through a finance lender (not via a personal loan you have arranged), and you have an issue with the product or workmanship, then under Section 75 of the 1974 Consumer Credit Act (CCA) you are entitled to claim directly via your finance lender.
If you feel you were mis-sold and you have substantive evidence to prove grounds of mis-selling, you can make a claim via your finance lender under Section 56 of the 1974 Consumer Credit Act.

Please check your paperwork for your specific finance lender and contact them directly.

For more information on your rights please take a look at:
https://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

Background photo created by freepik – www.freepik.com