Press exposé shows need for Code of Conduct, says GGF
18th October 2016

The GGF has reacted with disappointment at a newspaper report of a vulnerable pensioner who was said to have been sold nearly £6,000 or doors when all she needed was a £50 replacement handle. But the organisation says the incident underlines the importance of any company having an approved Consumer Code of Practice.

GGF Director of Home Improvement Brian Smith emphasised that the company, Zenith Staybrite is not a GGF member but he said: “It is very disappointing for the glazing industry in general to learn of this incident. Incidents such as this underline the importance of the GGF’s Consumer Code of Practice which was approved this year by the Chartered Trading Standards Institute. It is the only approved code in the glass and glazing industry and all consumer facing Members have to adhere to it.”

As part of the GGF Consumer Code of Practice, Members are issued with detailed GGF Guidance on dealing with vulnerable consumers, with which they must comply. This Guide advises Members to take the necessary time and effort to ensure that vulnerable consumers are provided with the best possible service and extra care and support when required. The Guidance stresses the importance for consumers to fully understand all aspects of signing a contract for goods and services, including the financial implications. Where appropriate, GGF Members must suggest the involvement of a trusted friend or relative, to assist the potential consumer before a contract is signed, and check that no undue pressure is being exerted.

Brian Smith concluded: “Whilst there are many reputable installers in the glazing industry, the GGF recommends that consumers use a GGF Member company for complete peace of mind. The GGF consumer website myglazing.com gives consumers helpful advice on making the right decisions when considering replacing their windows and doors and how to go about it. Consumers visiting www.myglazing.com can do a simple search using their postcode or town to find their nearest GGF Member company and benefit from the free GGF consumer protection and conciliation schemes.”

The code of practice can be seen here.

The original article, including a video of the woman’s son confronting the salesman, can be seen here.