Guides › Home Improvements and Traders › Double Glazing, Windows or Doors Problem
Double Glazing, Windows or Doors Problem
New windows and doors must be fitted with reasonable care and skill. If they are faulty or badly fitted, ask the installer to put it right or reduce the price. If you agreed the sale at home, you generally had 14 days to cancel. A TrustMark business is expected to give at least a 2-year guarantee.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Time Limit for Problems
You have up to 6 years in England, Wales and NI (5 in Scotland) to report problems with services, even if not immediately obvious. source
TrustMark Businesses
TrustMark registered businesses are vetted and monitored by scheme providers and are expected to give a minimum 2-year guarantee. Their insurance must cover the business ceasing to trade, including workmanship and putting defects right. Unresolved disputes can go to the Dispute Resolution Ombudsman, and a 'Trusted Payments' option releases your money in milestones, only as you sign off the work. source
Cancelling
14-Day Cancellation
If you arranged work at your home, by phone or online you generally have 14 days to cancel from the day after you agree the contract; you pay a proportionate amount for work started during the period only where you asked for it to start. source
Exceptions
Exceptions to the 14-day right include made-to-measure items and urgent repairs you ask for (for example emergency plumbing). If you agreed the work at the trader's premises, whether you can cancel depends on whether a contract has been made and the work has started. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysCancel an at-home, phone or online contract for building or decorating work14 days starting the day after the contract is made
- 6 yearsTime limit for legal claims about services6 years in England, Wales and Northern Ireland; 5 years in Scotland
Steps to Take
Step 1 of 5
Photograph the problem (gaps, condensation between panes, sticking doors).
Step 2 of 5
Find your contract, guarantee and any registration certificate.
Step 3 of 5
Write to the installer asking for it to be put right by a set date. Our free letter templates can write it for you.
Step 4 of 5
If the installer belongs to TrustMark or FHIO, use that scheme.
Step 5 of 5
If you paid by credit card, ask about Section 75.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
TrustMark and Dispute Resolution Ombudsman
Trader is a TrustMark Registered Business and its complaints process has not resolved the problem.
Furniture and Home Improvement Ombudsman (FHIO)
Trader is registered with FHIO or an affiliated trade association and you cannot settle directly.
Card Provider Claim (Section 75 / Chargeback) Then Financial Ombudsman Service
You paid by card; if refused escalate to FOS.
County Court Small Claims
After other routes fail; usually up to 10,000 pounds, within 6 years.
Good to Know
Small things that make your complaint stronger.
Made-to-measure windows may not be cancellable once made, so check before you sign.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- trustmark.org.uk/homeowner/support/consumer-protection Checked 12 October 2026
- citizensadvice.org.uk/consumer/getting-home-improvements-done/cancelling-building-or-decorating-work Checked 12 October 2026
- fhio.org/dispute Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026