WHAT WE DO

Consumer
Protection

The protection offered by HICS, which includes comprehensive insurance backed guarantees and first class mediation services, ensures consumers are protected before, during and after their installation.

This level of protection helps provide consumers with the trust, confidence and peace of mind that their installation will be fit for purpose and carried out professionally; and they can be safe in the knowledge that should they encounter any problems, HICS’ expert mediation team will be on hand to resolve any disputes.

Deposit & Stage Payment Protection

You may be asked to pay a deposit or make a stage payment when you place an order for your home improvement installation. This is normal practice for most companies as it helps to safeguard them against manufacturing products they will probably not be able to use elsewhere should a customer cancel their order.

If your installer has registered you for Deposit Protection Insurance via the scheme, this means that up to 25% of any deposits and stage payments paid by you (up to 25% of the contract value or a maximum of £50,000, whichever is the lesser) are protected by the Deposit Protection Insurance, subject to the insurer’s terms & conditions. The policy will last for 120 days from the date the deposit was paid.

Please note: any payments (deposits and stage payments etc.) made by you to the installer exceeding 25% of the contract value prior to final installation and completion of the contract are not covered by the scheme or the insurers in any way, and you must be aware that should you pay above the 25% amount prior to completion you do so at your own risk.

COVID-19 Note: Deposit Protection Insurance – Policies Issued From 1st June 2020

Usually, the policy will cover any deposit or stage payment you pay, in full, to a maximum of 25% of the total contract price (maximum £50,000). However, due to this challenging COVID-19 period, for policies issued from 1st June 2020, the insurer will only provide combined cover (for deposits and stage payments) up to a maximum value of £5,000. This continues to be under constant review.

What happens once you have paid a deposit?

Receipts & Copy Contracts

You must ensure that you receive a receipt for any and all payments made to your installation company and a copy of the contract and written guarantee between yourself and your installation company. You must keep copies of these in a safe place as these will be needed should you need help and wish to make a claim a later date. Failure to keep copies of these documents and provide copies when requested by either the scheme or the insurers may invalidate any potential insurance claim/s you may make.

Check You Are Registered With The Scheme

You must check that your contract with the installation company is registered with the scheme and that you receive your documentation from the scheme. If you and your contract are not registered with the scheme, then no financial protection is in place either from the scheme or the insurers. If you have any questions or would like to double check you are registered please contact the scheme on 0333 323 2655 or email info@hicsscheme.org.uk

Once you have signed a contract with a HICS member and paid your deposit, the member must register your details online with HICS within 48 hours. We will then send your:

  • Customer Registration Certificate – confirming your details are registered with HICS and the comprehensive protection provided to you.
  • Deposit and Stage Payment Protection Certificate – this protects any deposits or stage payments you may make to the supplier in accordance with the details above.

Please keep the above documentation in a safe place along with any contractual documentation.

Insurance Backed Guarantees (IBGs)

An IBG is an insurance policy that covers the original guarantee provided by an installer. An IBG provides you with additional peace of mind that in the unlikely event the company ceases to trade, for whatever reason, you can still make a claim under the terms of the original guarantee.

If your installation company has registered you, via the scheme, for an Insurance Backed Guarantee (to underwrite the guarantee issued to you by your installation company), the insurance policy covers only what is written in the installation company’s guarantee (subject to the insurer’s terms & conditions).

When will you receive an IBG?

Once your contract has been completed, the HICS member will inform us of the completion date and within 7 working days we will send your Insurance Backed Guarantee Certificate. This will protect you for the term of your guarantee (up to a maximum of 10 years) and allows you to make a claim on the original guarantee if the member ceases to trade.

Remember, you must check that your contract with the installation company is registered with the scheme and that you receive your documentation from the scheme. If you and your contract are not registered with the scheme, then no financial protection is in place either from the scheme or the insurers. If you have any questions or would like to double check you are registered please contact the scheme on 0333 323 2655 or email info@hicsscheme.org.uk

Alternative Dispute Resolution (ADR)

As a Chartered Trading Standards Institute approved ADR Competent Authority, HICS provides unbiased dispute resolution services completely FREE of charge for homeowners.

Please click here for more on our ADR process.

HICS is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

Membership Enquiry

Products Covered

Consumer Protection