Safestyle UK fined £120,000 for aggressive sales tactics

HPAS Limited of Bradford, which trades as Safestyle UK, have been fined £120,000 for aggressive sales tactics across the country, including Rochdale.

The company appeared at Sheffield Crown Court on Tuesday (17 July), having plead guilty at an earlier hearing to multiple offences of breaching consumer protection legislation repeated across the country, some offending involving elderly or vulnerable people.

The fine imposed on the compan,y which manufactures and installs uPVC windows and doors, is the highest imposed in the county for breaches of the Consumer Protection from Unfair Trading Regulations 2008.

The company were also ordered to pay prosecution costs of £52,393.

The company, which claims to be the ‘UK’s Number One supplier of replacement uPVC windows and doors,’ pleaded guilty to offences of using sales practices which were aggressive, misleading or banned:

Aggressive practices

A 50-year-old man from Rochdale encountered an abusive sales canvasser on his doorstep who would not take no for an answer, refused to leave and then physically prevented closure of the door and seemed ready for a fight.

An 88-year-old lady from Milnrow received a visit from a doorstep canvasser who, despite being told she didn’t want to buy anything, refused to leave until she had supplied a phone number. She then received an unwanted visit from a sales representative who she luckily had the fortitude of mind to turn away.

Misleading practices

The company claim to provide free, no obligation 12-month quotes, however a number of customers across the UK were pressured for an immediate decision, given false information to elicit a quick decision and offered non-existent ‘Government allowances’ towards the cost of replacement windows.

Banned practices

The Consumer Protection from Unfair trading Regulations 2008 state that certain practices are unfair in all circumstances, these are called ‘banned practices’ and include making persistent and unwanted sales calls and refusing to leave a consumer’s home when asked to do so.

Customers described receiving unwanted visits and sales pitches from Safestyle despite clearly displaying notices indicating cold callers were not wanted and being asked to leave.

Dave Lodge, Head of Trading Standards commented: “The case and the level of fines imposed illustrates the seriousness with which the courts view companies who flout the laws designed to protect the public in general and the elderly and vulnerable in particular.

“I hope the case will serve as a warning to those sectors of the home improvement industry who put the pursuit of profit before ethical, commercial standards. If anyone, including sales personnel or ex sales personnel has any information about any illegal sales tactics please contact Citizens Advice Consumer Helpline 03454 04 05 06.”

Mark Burns-Williamson, West Yorkshire’s Police and Crime Commissioner, who has helped to provide joint funding for the specialist Trading Standards Financial Exploitation and Abuse Team, said: “The behaviour consistently demonstrated by Safestyle UK employees fell well below what is expected of any company, let alone an established brand.

“I welcome the substantial financial penalty imposed and the strong message this sends out that using aggressive, misleading behaviour and banned practices absolutely will not be tolerated. My thanks to the members of the public for reporting these instances and to Trading Standards for all their hard work in bringing this case to court.”

A spokesperson for Safestyle UK PLC said:“Safestyle UK PLC has agreed that the behaviour displayed by the relevant independent canvass and sales agents was unacceptable. Customer service is of the utmost importance to us and these cases do not represent the vast majority of our staff or independent sales and canvass agents.”