What Are Your Rights in the UK?
Under the Consumer Rights Act 2015, products supplied and installed in your home must:
- Be of satisfactory quality
- Match their description
- Be fit for purpose
If your windows arrive the wrong size due to a measuring error by the supplier or their contractor, you are legally entitled to have the issue put right at no extra cost.
If the supplier cannot fix the issue in a reasonable timeframe or offers poor customer service throughout the process, you may also be entitled to:
- A partial refund or discount
- Compensation for additional expenses (such as delays affecting childcare or accommodation)
- The option to cancel the contract, depending on what’s written in it
Step-by-Step: What You Should Do
1. Document Everything
Take notes, dates, and photographs. Record conversations, promises, and installation delays. This helps if you escalate the issue.
2. Refer to the Contract
Look for any clauses relating to:
- Installation deadlines
- Tolerances or allowances for measurements
- Remedies for supplier errors
If the supplier is now breaching the contract (e.g. not delivering by a stated date), that strengthens your case for compensation.
3. Insist on a Proper Temporary Fix
If the wrong-sized window leaves your home exposed, insist on:
- Foam insulation and sealant to prevent drafts and water ingress
- A weatherproof boarding solution
Don’t accept anything that leaves your property vulnerable or unsafe.
4. Discuss a Resolution Respectfully
If your installation has been delayed due to an error, it's reasonable to raise the issue with your supplier. You might say something like: “Given the disruption to our timeline, is there anything you can do to help make this right?”
This opens the door for a positive conversation and allows the company to respond in a way that reflects their commitment to customer satisfaction.
5. Escalate if Needed
If they resist, consider:
- Writing a formal complaint to the company’s head office or customer satisfaction team
- Seeking support from Citizens Advice
- Using Alternative Dispute Resolution (ADR) or Trading Standards
- Filing a Section 75 claim if you paid by credit card
- Choose companies with a proven track record. Read reviews, check FENSA certification, and don’t be swayed by high-pressure sales tactics.
- Get everything in writing. Quotes, specifications, timelines, guarantees — it all matters.
- Understand your cooling-off period. If you're unsure after signing, the Consumer Contracts Regulations allow a 14-day cancellation window for most contracts signed at home.
- Don’t be afraid to walk away early. If the salesperson oversteps or gives you a bad feeling, you’re not obligated to proceed until the work begins or the product is custom-made.
- ✅ Offer dual-measuring appointments by experienced surveyors
- ✅ Provide written specs for your approval before manufacture
- ✅ Work exclusively with trusted European brands like Internorm, Drutex, Reynaers, and Schüco
- ✅ Install with fully insured, FENSA-Certified teams
How to Avoid This in Future: Lessons for Homeowners
AT-ECO’s Take: Professionalism Starts with Precision
At AT-ECO Windows & Doors Limited, we understand how stressful home upgrades can be — especially when things don’t go to plan. That’s why we:
We also know life doesn’t stop for construction delays — so we communicate clearly, meet deadlines, and do things right the first time.
Final Word
Mistakes happen. But how a window company responds is what defines their reputation. If your supplier ordered the wrong size windows, don’t just “wait it out” in silence. You’re entitled to fair treatment — and possibly compensation.
