As the industry’s consumer protection champion, DGCOS is often asked by its members about the Consumer Contract Regulations (CCR), so we wanted to take the opportunity to remind the broader market about the routes to compliance.
Thanks to our considerable experience of working with our members, we’re in a position to be able to advise on how businesses can best comply with the legislation and avoid both hefty fines and consumers’ use of loopholes to cancel orders.
The CCR came into force in June 2014 and covers all the “information requirements” an installation company needs to provide at, or before an order is placed. Significantly, the CCR also brought in new cancellation rights as part of harmonisation of such rights under the EU Consumer Rights Directive.
Over the past four years, DGCOS has seen many contracts of glazing installation companies and we’ve been surprised at how many still do not comply.
We want to alert installers to the key areas they need to be aware of:
Different cancellation periods for sales off-premises, on-premises, or distance sales. Most of the door and window products they sell are considered as being made directly to the consumer’s specification, which has implications in terms of cancellation options.
Do installers make it clear in their contracts that their products are ‘made to measure’? What does their cancellation form look like? Failure to provide details of a consumer’s right to cancel is a criminal offence.
These are the kind of queries that we encounter every day, and in our role to protect both consumers and installers, we want to ensure that everyone has the correct information and is doing the right thing. If installers are unsure about any of the above points, I advise them to check out a full article on the issue that we’ve prepared on our website.
Adrian Simpson, Director of Policy
If installers are unsure about any of the above points, I advise them to check out a full article on the issue that we’ve prepared at https://www.dgcos.org.uk/news or call our team on 0345 0538971.