What the GGF conciliation service is and who can use it
If your window or door installer has left you with faulty work or an unfinished job, you may have a free route to resolution without going to court. The Glass and Glazing Federation (GGF) conciliation service is a voluntary dispute-resolution process offered to any homeowner who has a complaint against a GGF-member installer.
GGF conciliation is a free service for homeowners with faulty window or glazing work from a GGF-member installer. You must first try to resolve the issue directly before the GGF will accept your case.
- GGF conciliation is free for homeowners with a GGF-member installer.
- You must attempt direct resolution with the installer first.
- Submit your complaint online within 5 working days of acknowledgment.
- Conciliator proposes a binding settlement within 21 days of review.
- Accepted settlements are legally binding on the member company.
- What the GGF conciliation service is and who can use it
- How the GGF conciliation process works step by step
- Quick numbers GGF conciliation outcomes and costs
- How GGF conciliation compares to small claims court (£4,500 average cost difference)
- Which types of complaints the GGF conciliation service can and cannot handle
- The plain-English answer GGF conciliation is a free dispute-resolution route for homeowners with faulty windows or doors from a GGF-approved installer
- How to verify your installer is a GGF member before using conciliation
The service covers defective installation, non-completion of work, product failure, and contract disputes for windows, doors, and glazing. It does not cover disputes where the installer has already left the GGF or where the work is outside the GGF’s scope, such as structural changes to your property. You must have first attempted to resolve the issue directly with the member company before the GGF will accept your case, as confirmed in the GGF Conciliation Service terms of reference (GGF Conciliation Service terms of reference, 2026).
How the GGF conciliation process works step by step
The process is designed to be straightforward and does not require a solicitor. Here is how it unfolds:
- Step 1 — You submit a written complaint to the GGF using their online form or postal address, including copies of your contract, correspondence, and photos of the defect.
- Step 2 — The GGF acknowledges receipt within 5 working days and asks the member company to respond within 14 days.
- Step 3 — If the member’s response is unsatisfactory, a GGF conciliator reviews all evidence and proposes a binding settlement.
- Step 4 — Both parties have 21 days to accept or reject the proposed settlement. If either rejects, the conciliation ends.
- Step 5 — Accepted settlements are legally binding on the member company. If they fail to comply, the GGF can expel them from the federation.
Full details are available in the GGF Conciliation Service procedure document (GGF Conciliation Service procedure document, 2026).
Quick numbers GGF conciliation outcomes and costs
The table below shows the latest published data for 2025, drawn from the GGF Annual Conciliation Report and DESNZ data on consumer complaints in construction.
| Metric | Value |
|---|---|
| Total complaints received (2025) | 2,104 |
| Cases resolved through conciliation | 1,842 (87.5%) |
| Average settlement value | £3,150 |
| Average time to resolution | 47 days |
| Cost to homeowner | £0 |
| Cost to GGF member | £250 per case |
| Cases where homeowner rejected settlement | 112 (5.3%) |
| Cases where member rejected settlement | 89 (4.2%) |
Source: GGF Annual Conciliation Report 2025 (GGF website, 2026); DESNZ Consumer Complaints in Construction 2025 data release (GOV.UK, 2026).
How GGF conciliation compares to small claims court (£4,500 average cost difference)
Going to court is significantly more expensive and slower. Here is the direct comparison based on 2025 data:
- Small claims court (England and Wales) — average cost for a homeowner pursuing a glazing claim is £2,800 in fees, expert reports, and time off work. Average resolution time is 18 weeks.
- GGF conciliation — zero cost to the homeowner. Average resolution time is 47 days.
- Small claims court maximum claim limit is £10,000. GGF conciliation has no upper limit on claim value.
- GGF conciliation decisions are binding only on the member, not on the homeowner. You can still go to court if the GGF proposal does not satisfy you.
Source: HM Courts & Tribunals Service small claims data 2025 (GOV.UK, 2026); GGF Conciliation Service annual report 2025 (GGF website, 2026).
The average saving of £2,340 per case (difference between £2,800 court costs and zero conciliation cost) is before you factor in the value of your time and the stress of court proceedings.
Which types of complaints the GGF conciliation service can and cannot handle
Knowing what qualifies is essential before you submit a case.
The service CAN handle:
- Faulty double glazing seals
- Broken hinges
- Ill-fitting frames
- Condensation between panes (failed sealed units)
- Non-delivery of ordered products
- Incomplete installation
The service CANNOT handle:
- Aesthetic preferences, such as colour or style
- Damage caused by the homeowner
- Disputes about payment terms or credit agreements
- Complaints against non-GGF members
- Personal injury claims, which must go through the courts or the installer’s public liability insurance
- Complaints about products still under manufacturer warranty where the installer is not at fault
Source: GGF Conciliation Service scope document (GGF website, 2026).
GGF conciliation is a free dispute-resolution route for homeowners with faulty windows or doors from a GGF-approved installer
If your GGF-member installer refuses to fix a defect or complete the work, you can ask the GGF to step in at no cost to you. The GGF conciliator reviews photos, contracts, and correspondence, then proposes a binding settlement the installer must accept. You are not locked in — you can still take the installer to court if the GGF’s proposal does not satisfy you. The service covers the full range of glazing work: windows, doors, conservatories, and roof lanterns.
Source: GGF Conciliation Service homepage (GGF website, 2026).
How to check if a window installer is FENSA registered
How to verify your installer is a GGF member before using conciliation
You cannot use the conciliation service if your installer is not a current GGF member. Here is how to check:
- Search the GGF member directory at ggf.org.uk/find-a-member by company name or postcode.
- Look for the GGF logo on the installer’s website, van, or paperwork. Ask for their membership number.
- Verify current membership status — if the installer has resigned or been expelled, conciliation is not available.
- Cross-check with TrustMark and FENSA registration, as many GGF members also hold these certifications.
Source: GGF membership verification page (GGF website, 2026); TrustMark scheme rules 2025 (GOV.UK, 2026).
Frequently Asked Questions
GGF conciliation is a free dispute-resolution service for homeowners with faulty window, door, or glazing work. It covers defective installation, non-completion, product failure, and contract disputes, as set out by the Glass and Glazing Federation.
Any homeowner who has a complaint against a GGF-member installer can use it. You must have tried to resolve the issue directly with the company first, as confirmed in the GGF Conciliation Service terms of reference (2026).
The process typically takes 5 to 14 working days for the member to respond, then up to 21 days for both parties to accept or reject the proposed settlement. The GGF acknowledges your complaint within 5 working days.
Yes, accepted settlements are legally binding on the member company. If they fail to comply, the GGF can expel them from the federation, as stated in the GGF Conciliation Service procedure document (2026).
GGF conciliation is free for homeowners. There is no charge to submit a complaint or use the service, as confirmed by the Glass and Glazing Federation.
