Kristen Zanoni  |  September 30, 2020

Category: Household

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A man installs new windows on a brick house - double-glazing firms

Two of the U.K.’s largest double-glazing firms have been found to have misled customers with shady sales tactics

Everest and Anglian Windows have been criticised for and found guilty of using misleading advertisements or mis-selling loans, according to the Daily Mail. Both of the double-glazing firms have been reported as using problematic tactics and questionable salespeople to persuade people to buy windows.

Double-glazing firm Everest convinced an 80-year-old stroke victim to take out a £12,800 loan to pay for the work done by the double-glazing firm, although he did not need to borrow the money, the Daily Mail reported. The customer was duped into paying the loan with over 20% tacked on. The interest totalled £6,500 over a five-year period.

The Financial Ombudsman Service investigated the sale by Everest and discovered it took a  £2,700 commission from Clydesdale Financial Services to sell the loan to the customer.

According to the evidence, the man was rather feeble and he likely did not understand the paperwork, the Daily Mail reported. Everest allegedly did not take the time to explain the loan details to the man so he could understand.

The ombudsman determined the double-glazing firm mis-sold the loan, and Clysdale Financial Services was made to pay back the interest incurred.

After a two-year ordeal, the lender paid the man back £4,800.

A pen and pair of glasses sit on top of a blank loan application - double-glazing firms“It’s clear that this individual should not have been sold a finance agreement,” said Martyn James, from complaints management website Revolver, according to the Daily Mail. “Any company who offers loans to people who are old or may be vulnerable should take extra care to ensure the selling agent is acting responsibly.”

“My concern is that countless other victims of inappropriate selling slip through the cracks,” James added.

Anglian Windows was found to be using misleading sales tactics in an advertisement.

The double-glazing firm claimed on its website that customers could get up to 40% off, but this advert was taken down after it was found to be misleading by the Advertising Standards Authority (ASA), the Daily Mail reported. Similar promotions had reportedly been available since November 2018.

The Advertising Standards Authority’s ruling said there was no intermediary time between the sales, and they notified the double-glazing firm to refrain from being misleading in the future.

The double-glazing firms’ misleading advertisement read, “Up to 40% off applicable products with our volume price reduction,” according to the ASA. 

After clicking on the information, the double-glazing firms’ advert continued: “Through our vertical integration, when larger value orders are placed, we will, until 31 March 2020, be able to reduce the price of the products ordered. When you place an order for products exceeding a certain value, this allows us to achieve efficiencies … All these efficiencies result in reduced costs, which we can pass back to you in the form of a price reduction.”

The company was advertising 40% off the total of their goods if over a certain amount, but not a 40% off sale for all individual purchases for customers.

The ASA reported Everest also ran a misleading “40% off” advertisement.

According to The Sun, the Financial Conduct Authority (FCA) says financial services must be sold in a clear and fair manner. 

If you believe you have been misled, explain the circumstances to the provider, and be clear about why you think you are being financially misled. Written evidence can back your complaint. 

Observe the instructions given by the provider following your complaint; you can typically find them online.

The provider will have eight weeks to respond to your claim, but if it does not respond or does not satisfy your needs, it can be investigated by the Financial Ombudsman Service. 

Have you used the services of double-glazing firms? Do you suspect you were ripped off? Share your story in the comments.

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One thought on 2 Double-Glazing Firms Mis-Sold, Misled Consumers

  1. Laura Tanner says:

    I successfully took Anglian to the financial ombudsman for misspelling of financial products back in 2014. We still have problems with our installation now I would absolutely never ever use them again! In addition their initial quote was for over £30k we actually paid £9. Total crooks. I have paperwork evidencing the entire sorry tale.

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