Dulux Select Decorators Quality Assurance Guarantee

Scope of guarantee

The Guarantee is available only for painting and decorating work on private residential premises in the UK which is carried out by an approved Dulux Select Decorator using the AkzoNobel brand portfolio: Dulux Trade, Sikkens, Glidden Trade, Hammerite, Cuprinol Trade and Polycell Trade. This Guarantee does not affect a homeowner’s statutory rights.

If the scheme member defaults on their guarantee Dulux will ensure they complete the work to a satisfactory level. If this is not possible Dulux will make alternative arrangements by appointing another scheme member within the liability of the guarantee to complete the work.

Claims under guarantee

Before making a claim under the guarantee the homeowner must first try to resolve the matter with the Dulux Select Decorator scheme member. Only where the matter has not been resolved to the homeowner’s satisfaction should they contact the Dulux Select Decorators membership scheme office.

Tel: 0333 222 7022
Email: dulux.select@akzonobel.com
Address: Dulux Select Decorators, Freepost
MID20389, Arnold, Nottingham NG5 1BR

Limit of liability

The guarantee covers the amount by which the cost of remedying the defective work, when taken together with the cost of the work already done, exceeds the original price quoted for the work. Subject to this, the homeowner remains liable to pay the Dulux Select Decorator scheme member for the work carried out by the Dulux Select Decorator scheme member unless otherwise agreed.

Where the complaint refers to property or personal damage, Dulux will in the first instance ask the homeowner and their scheme member to pursue this through the scheme member’s liability insurance. However, if for any reason this is not possible, Dulux will ask the homeowner to pursue the claim under their household insurance policy

Under these circumstances Dulux will cover any excess payable and any additional cost the homeowner suffers due to an increase in their household insurance premium in the following twelve months. However, Dulux will not pay for any losses or costs that are not directly covered by the Terms and Conditions of this Guarantee.

The liability to Dulux under the Guarantee is capped at twice the invoiced cost of the work.

Complaints

In the unlikely event that you have a complaint that you have been unable to be settle with your Dulux Select Decorator, please raise it in the first instance with the Dulux Select Decorators help desk on 0333 222 7022 or email dulux.select@akzonobel.com who will respond to your complaint within two working days, an attempt to resolve your complaint to your satisfaction. The Dulux Select Decorator scheme supports the Alternative Dispute Resolution (ADR) for Consumer Disputes Regulations 2015 where a consumer can take their complaint to an independent certified ADR provider. You will have the option of arbitration which will be based on paper evidence only and the decision of the Arbitrator is legally binding, or both parties can agree to mediation and arbitration. In both cases there is no cost to you.