Article for Progress Magazine by: James Lee, Director of Marketing and Communications – GGF

When it comes to consumer protection the GGF has more than led the way for the
glass and glazing industry. Formed in 1977, the Federation celebrates its 40th
year this year and 40 years on it is not only maintaining its high levels of consumer
protection but is constantly trying to improve its support for homeowners.

James Lee, GGF Director of Marketing and Communications explains, “In the last few years the GGF has introduced many new benefits and revamped our services for our consumers. It is has been part revolution and evolution for the Federation but our focus remains the same – to ensure consumers get the best advice, protection and are using GGF Member companies to supply and install their glazing.”

The GGF has been fairly radical for a trade body in its approach to marketing to consumers with the launch of two new websites, namely “” the award-winning consumer advice website and “”, the site that supports
The Glazing Arbitration Scheme (TGAS) a new ADR (Alternative Dispute Resolution) option set up by the GGF should an issue fail to be resolved between homeowners and GGF Member companies using the GGF’s Conciliation Scheme.

In addition, the GGF also improved its deposit protection scheme. Consumer deposits paid to GGF Members are safeguarded by the GGF Deposit Indemnity Trust Fund.

The GGF started the Deposit Indemnity Trust Fund to protect homeowners in the unlikely event the GGF Member employed, being declared bankrupt or entering liquidation or administration.

In such a case, if a consumer has paid a deposit they can be assured their deposit is safe as the GGF ensures that the work is either:
• completed to the homeowner’s satisfaction by another GGF Member (at a fair market price less the deposit paid)
• or the GGF will provide the homeowner with a redeemable voucher for a sum up to an amount equal to the deposit or              50% of the contract price or £12,500 – whichever is less.

James Lee adds, “This is the best deposit protection in the industry. Homeowners, choosing a GGF Member, can rest assured that if they pay a deposit to a GGF Member they have peace of mind that it is protected by the GGF. The Deposit Indemnity Fund is free for homeowners and it can save them time, effort and frustration when trying to re-claim a deposit. It’s a truly great benefit for homeowners using a GGF Member company.

Aligned to newly improved schemes and supporting online content via the new websites, homeowners are also protected by the GGF’s Consumer Code of Practice which covers everything from, how glass and glazing products are sold, to property surveys through to the actual installation carried out and on to the guarantees GGF Members offer. The Consumer Code
has been written in line with the Consumer Rights Act (2016) and was re-launched in October 2016. The Consumer Code was approved by theChartered Trading Standards Institute (CTSI) Consumer Codes Approval Scheme in February 2016 and is
adhered by all GGF Members. It is the only CTSI approved code in the glass and glazing industry.

James Lee concludes, “In the industry, our consumer support is second to none. Of course we are not resting on our laurels. We are constantly updating our consumer website with news, articles, guidance and case studies. We are focusing more than ever on homeowners because our members demand the highest levels of support for their customers.”


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