DGCOS the Double Glazing and Conservatory Ombudsman Scheme recognises that the vast majority of installers are very competent and professional.  However, there are the minority that give the industry a bad reputation, which is accentuated by TV programmes such as Cowboy Builders and Rogue Traders. Tony Pickup, founder of DGCOS, however, is concerned that installers fail to offer comprehensive protection to consumers.

In a recent survey commissioned by DGCOS, 93% of consumers were happy with their new installations,   but for the 7% who weren’t satisfied, there is little hope of resolving the situation or getting their money back.  The main source of frustration was poor workmanship (86%) and for 73% of those the problems remained unresolved.  These are people falling through the holes in the existing consumer protection and who then reinforce the negative image of the industry.

On commissioning installers, people think they are protected when they’re not.  Most insurance backed guarantees are littered with get-out clauses, such as if a consumer buys using finance or a credit card, they can be passed from pillar to post as the finance company is technically liable.  Finance companies are not geared up to deal with home improvement problems, which can leave consumers disappointed and out of pocket.

Only 8% of customers retrospectively offered an Insurance Backed Guarantee actually take it up.  At DGCOS we believe this is unacceptable because it leaves customers vulnerable.  This is why every purchase made from a DGCOS accredited installer automatically comes with a comprehensive IBG.   In addition to this there is also free deposit and work in progress insurances along with many other benefits, including unfettered free access to the Ombudsman at any time.

So if the worst should happen, DGCOS ensures that members’ consumer contracts are completed, servicing and remedial work is carried out to the consumers’ satisfaction and that complaints are dealt with swiftly, effectively and robustly.

As this service is FREE, there is no reason why you would choose a non registered DGCOS installer.

For more information on the scheme please visit our website www.dgcos.org.uk

Got a problem with the installation of your  Glazing or Conservatory?  How the Ombudsman investigates complaints.

DGCOS – the Double Glazing and Conservatory Ombudsman Scheme is an independent body representing the Double Glazing industry.  An Ombudsman is someone to whom you can address a complaint about an organisation or body if you feel you have been dealt with unfairly or have suffered some financial or other loss you would like investigating.

The Ombudsman for DGCOS is Dr Ronald Barham.  He has full autonomy to deal with complaints and disputes against members of DGCOS in accordance with the powers set out in the Quality Assurance Ombudsman Procedural Rules 1996.

The sort of complaints he can investigate are:

• Breaches of contract
• Negligence
• Non compliance with Quality Assurance Codes of Practice or Procedures

However he can only investigate if the complaint is against one of the member organisations, is about something which happened during their period of membership or relates to a member which operates in the UK, not overseas.

The service is FREE to the complainant and to members of DGCOS.

The Ombudsman cannot investigate something which is being taken or has been decided by another tribunal or court.  The client must contact the member first to try and resolve the dispute.

To download the full 6 page guide on how the Ombudsman investigates complaints please click on the link:

http://www.dgcos.org.uk/assets/Ombudsman_leaflet_100dpi.pdf

Published November 2011