Guarantees

Deposit Payment Protection

The Consumer Protection Association (CPA) deposit protection scheme is insurance for the deposit you pay to secure the work to be carried out on your home. This insurance covers a deposit of up to 25% of the agreed price with Andy Glass Windows or £7,500, whichever is the lesser. You MUST register your deposit, otherwise you will not be covered. When paying your deposit, you must ask Andy Glass Windows for a Deposit Registration form. This must be returned to the CPA by recorded delivery within 7 days.

Cover for a period of up to 90 days - The policy covers you for a period of up to 90 days from the date you pay your deposit. If you have paid a deposit to a company who then ceases to trade due to liquidation, receivership, administration or winding up the business due to bankruptcy, state retirement or death of the principal(s), your deposit is either refunded to you in full, or the work is completed by another company at the balance agreed price.

Andy Glass Windows Installation Guarantees

For peace of mind, Andy Glass Windows offer an insurance backed guarantee and a 10 year after sales service

Product Guarantees

Please refer to our windows and doors terms and conditions provided with your contract.

Additional Guarantees

There are additional guarantees offered by some manufacturers when we install their products. Please speak to one of our sales team at your initial appointment for more information and how to register for these benefits. Here are a few examples:

 

  • The ERA Five Star Guarantee. This is a security guarantee insurance offering peace of mind and £5000 worth of benefits if their components fail. 

  • Endurance Door Guarantee available on all doors bought from Endurance with the ATK 3 Star Diamond Cylinder. It guarantees the homeowner a £1000 compensation in the event of a burglary where the intruder gained entry by means of snapping the cylinder.

Our sales team can advise which of our products come with additional guarantees.

It is the responsibility of the homeowner to register for additional guarantees or insurances within the timescales set, otherwise you will not be covered.

FENSA Accreditation 

FENSA is a government established CPS (Competent Person Scheme) for replacement windows and doors, responding to current building regulations in England and Wales. FENSA provide certificates to confirm that a window and door installation business is following all relevant building regulations.

Installation of a conservatory, orangery or porch does not require FENSA Registration from a FENSA Registered Business in England or Wales so therefore no FENSA Certificate is necessary. 

The following is not covered by the FENSA scheme:

  • New build dwellings

  • New domestic extensions

  • Commercial or industrial building glazing work

  • Conservation areas or listed buildings

  • Doors less than 50% glazed

  • Room conversions

 

Glazing work in the following is not covered by the FENSA scheme:

  • Detached sheds and garages

  • Most mobile homes, caravans and holiday chalets

  • Repairs to insulating glass units or windows

  • Communal areas in flats

 

The FENSA certificate is not a guarantee.

After Sales Service

 

Free Service Calls

Andy Glass Windows want you to be happy with the products and services we provide.  Whilst we supply quality products we understand that in a very small percentage problems can occur.  During the period of guarantee we provide a free service call service. If something fails e.g. a glass unit fails and starts to mist up between the panes, we can arrange to provide a replacement unit and install it free of charge.

To request a service call please contact us, providing your job ref number or FENSA certificate number.  If you do not have these we will search our order database for you, to check the guarantee periods. If your service call request is within an additional product guarantee provided by the manufacturers please follow the instructions given at the time of registration.

Service Calls for problems when your guarantee has expired

In the first 10 years following an installation carried out by Andy Glass Windows, if your guarantee has expired and you experience a problem we will do our best to resolve the issue.  On occasions a service call out fee may be applicable, but this will be deducted from any replacement parts required.  Our current call out fee is £75.00. We will always quote any costs involved before proceeding.  

Service Calls for products that we have not installed

Andy Glass Windows do not provide service calls after 10 years following installation or for installations that have been carried out by another installer.  We are happy to quote to replace the complete window or door, but don't carry out repairs or replace just the glass units.  However you may be interested in contacting Jon Simons of Simons Glazing Ltd who provides a local repair service including replacing handles, locks and hinges as well as glass units. Call Jon on 07935 826312.

How to avoid the need for a service call

Following a regular best practice care and maintenance regime will not only keep your windows and doors looking as good as new, but will extend their lifespan and provide you with the maximum period of problem free service.  Download the maintenance guides from our brochures web page.

Formal Complaints

If you have complaint which you don't feel we have resolved please contact our Customer Complaint Manager, Mr Andrew Glass. 

Download our complaints leaflet

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 4566031

Address

Andy Glass Windows

Unit 78, Sandford Lane Industrial Estate
Sandford Lane, Kennington,
Oxford, Oxfordshire
OX1 5RP

01235 530035
E sales@andyglasswindows.co.uk

© Copyright 2019 Andy Glass Windows | Company name - AGW Ltd trading as Andy Glass Windows | ID number - IFD66870 
Registered England & Wales | Company Reg. No. 02657318 
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A.G.W Limited is an Introducer Appointed Representative and provides a pure client Introduction through Improveasy Ltd., a company registered in England and Wales (Co. Reg. number 7807352). Registered Office: Manchester Business Park, 3000 Aviator Way, Manchester M22 5TG. The firm is authorised and regulated by the Financial Conduct Authority (FRN 708623) as a Broker, not a Lender, and offers credit facilities from a panel of lenders. The credit is subject to application and status.