The new Consumer Rights Act
2015 explained

From 1^st October, the new Consumer Rights Act 2015 became law in a bid to simplify and strengthen the nation’s consumer legislation by bringing it into the 21^st century.

The new legislation comprises of three sizeable pieces of UK consumer law: The Sale of Goods Act, the Unfair Terms in Consumer Contracts Regulations and the Supply of Goods and Services Act.

But what does the new act mean for those in the glazing industry?

• There is an expectation on glaziers to sell products of satisfactory quality that are fit for their particular purpose.
• All glazing products must match their description and samples.
• All glazing products must be correctly installed (where agreed as part of the contract).

In the event a product doesn’t meet the above criteria, the consumer will now have a tiered remedy system that includes:

• A 30-day window to seek a full refund, with the refund being given within 14 days of agreement. This window does not apply to faulty installations.
• Beyond the 30-day window, consumers are entitled to claim for a repair or replacement. Installers are given one opportunity to repair the goods; after which they can be rejected.
• If a repair or replacement is not available e.g. if an item is no longer in stock, consumers have the final right to reject the goods.
• If a faulty product causes additional damage to persons or property, then consumers are entitled to additional compensation.

In terms of overall service, glazing installers must ensure fittings are carried out with reasonable care and skill.

Anything written or verbally agreed with consumers is legally binding. If no price was agreed beforehand, then only a reasonable price can be charged to the consumer. Similarly, if no specific time for completion was agreed then installers can complete the project within a reasonable timeframe.

The key change here is the fact that consumers will have the right to a ‘repeat performance’ if a job isn’t done correctly first time round, or they can request a reduction in the price.

The new Consumer Rights Act 2015 also details a full blacklist of terms that will always be viewed as ‘unfair’ and a ‘grey list’ which determines terms that may be potentially unfair. The grey list features terms where there is a suspicion that it weighs unfairly against the consumer.

Stephen McCluskey, managing director, Which? Trusted Traders, said: “Consumer law was crying out to be brought up to date to cope with the requirements and demands of today’s consumers.

“Getting a refund or repair and understanding contracts should now all be much simpler.

“Businesses and traders must ensure their teams are aware of the changes so they are not caught out short-changing their customers or breaking the law.”

At Sunsquare we appreciate that our entire business and reputation is reliant on our ability to design effective products; because a good design makes a good product and a good product makes for a good business.

We take our role as market leaders of the UK flat roof skylight industry . We’re the only flat roof skylight manufacturer in the world to have their entire skylight range KiteMarked and we’re also accredited by the BSI for the air permeability, weather tightness and wind resistance of our products.

This, combined with continual investment in our manufacturing facility located in Bury St. Edmunds, Suffolk, allows us to achieve repeatable quality for our customers.