SIR,—Wc have read the article 'Shoppers' Guide,' by Leslie Adrian,
published in your issue of August 14, with interest, but, in regard to the reference to our institute seal, with much disappointment.
These references are undoubtedly derogatory and. do not in any way explain to the reader the functions of the institute.
The institute happens to be the only body which guarantees to the consumer repayment of his money if he is not satisfied with the product he purchases. We do this secure in the knowledge that any product guaranteed by us has been tested to the limits of endurance for quality and value for money. Surely a body giving such a service deserves better than a reference that the seal has been criticised for vague- ness? There is nothing vague about the seal nor the guarantee that it contains.
What we do not understand is the phrase that 'the time may have come for a more general approach to standards and quality.'
The institute's approach is a very wide one, surely?
Its general advice service is available to any member of the public who has a purchasing problem con- cerned with domestic appliances or products, whether it relates to a product guaranteed by us or not. But in our experience the vast majority of purchasers have no concern with technical and sometimes elusory standards. They simply want to know that
the article purchased will do the work required and that it is good value for money.,This we guarantee.
If a complaint arises about a guaranteed product the institute itself acts as intermediary if necessary between the purchaser and the manufacturer, follow- ing the complaint through until it is settled.
We do not find that the work of the institute is in less demand now than in the 'pioneering' days; quite the contrary. As for the misuse of our seal by some advertisers, we can assure you and them that the closest scrutiny is kept by us on advertising matter and prompt steps are taken in any case of misuse or abuse. ). We think that in fairness to the institute these facts ought to be made known to your readers.— Yours faithfully,
P. L. GARBUTT
Director and Principal
Good Housekeeping Institute, 28-30 Grosvenor Gardens, SW 1
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