Expert: Always question charges

No matter what the circumstances, no matter what happens at the initial sale, if you’ve made an agreement to buy something like double-glazing, then you can change your mind.

Adam French, consumer rights expert at Which?, said non-refundable administration fees like the one being charged by Penicuik were “questionable”.

“For a start, people should have a 14-day cancellation period if they change their mind about something they have bought,” he said.

“Charging £350 is quite a lot, but these non-refundable admin charges rarely stand up if challenged. Companies can’t just keep money that should be refunded to customers.

“It is an unfair practice. And burying information in the small print is not fair either.”

Adam said that charges such as these should always be challenged.

“People are quite within their rights to question what a non-refundable charge is for. Can it be shown that this is a fair and reasonable charge?

“You can ask for a breakdown of how these admin costs came about and ask the firm to justify them.

“Consumers can also make a formal complaint through appropriate industry bodies or take it to the small claims court.”

You may also be able to claim back money up to five years after the event in Scotland, he added.