Complaints – Code of Practice – Pre-Contract Information

Consumer Contracts Regulations (CCRS)

The law changed on the 13th June 2014 and consumers are required by law to be provided with pre-contract information.

The main points of CCR’s are:-

The cooling-off period for goods and services sold by distance or by off-premises selling has been harmonised across the EU to 14 days from date of delivery of the products

There are some important exemptions, one of which is for products “made to the consumer’s specification” – this will include such products as made-to-measure windows made to a consumer’s specific requirements; another is for urgent repairs and maintenance when a consumer invites a trader to their home

There is a now a list of pre-contract information which must be provided to consumers before a contract is made, including advising cancellation rights and if a trader belongs to a code of conduct. Failure to provide certain items will give a consumer a cooling-off period of up to 379 days, and the trader would be liable to a fine of up to £5,000

KJM offers a 14 day cooling off period (Required as a Which Trusted Trader), on all new product sales, with the exception of urgent repairs. We also offer the customer the right to waive this, to speed up the delivery process.

In the event you would like to cancel, you can use either the cancellation form on your contract or you can write to us via post or email – See our Contact Us page for details

All orders should be marked with an anticipated delivery date, we try and work in blocks of two weeks (i.e 6-8 weeks 8-10 weeks) Delivery times can be affected by staff sickness, pandemics, material shortages and adverse weather.

Our normal guarantee period is 10 years (see Warranty for exceptions) and is insurance backed through Installsure. In the first instance with a warranty claim always contact KJM directly. Please see our Terms and Conditions for precise guarantee terms

In the event of a complaint, you can contact our Operations Manager by either Telephone 01264 359355, Post 9 Mylen Business Centre, Andover, SP10 3HR or email enquiries@kjmgroup.co.uk.

We endeavour to reply to all complaints within 7 days. In the unlikely event that we are not able to resolve your problem, you can approach the Glass and Glazing Federation at 54 Ayres Street London SE1 1EU, who have a free correspondence based conciliation scheme or as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 981 2929.

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