Consumer Advice - Financial Protection

As part of the comprehensive protection offered by DGCOS, every customer of a member will receive deposit and stage payment protection and an Insurance Backed Guarantee. Members are required to register your details on the DGCOS online system within 48 hours of you signing the contract. DGCOS will then issue your insurance certificate, which we recommend you keep with your contract. Once the installation is complete, the Insurance Backed Guarantee will be issued by email or post. 

Please ensure you follow this consumer advice from DGCOS to help the scheme protect your investment in your home improvement project.


You must ensure that you receive a receipt for any and all payments made to your installation company and a copy of the contract and written guarantee between yourself and your installation company. You must keep copies of these in a safe place as these will be needed should you need help and wish to make a claim a later date. Failure to keep copies of these documents and provide copies when requested by either the scheme or the insurers may invalidate any potential insurance claim/s you may make.


You must check that your contract with the installation company is registered with the scheme and that you receive your documentation from the scheme. If you and your contract are not registered with the scheme, then no financial protection is in place either from the scheme or the insurers.

If you have any questions or would like to double check you are registered please contact the scheme on 0345 053 8975 or email [email protected]

Deposit and Stage payment protection

It is normal practice for installation companies to request a deposit and/or stage payment to safeguard them should the customer cancel the order. But what happens to the money you have paid if your installer has ceased to trade?

If your installer has registered you for Deposit Protection Insurance via the scheme, please double check as per above instructions, this means that up to 25% of any deposits and stage payments paid by you (up to 25% of the contract value or a maximum of £50,000, whichever is the lesser) are protected by the Deposit Protection Insurance, subject to the insurer’s terms & conditions.

Please note: any payments (deposits and stage payments etc.) made by you to the installer exceeding 25% of the contract value prior to final installation and completion of the contract are not covered by the scheme or the insurers in any way, and you must be aware that should you pay above the 25% amount prior to completion you do so at your own risk.

The policy will last for 120 days from the date the deposit is paid.

If you need to make a claim on your policy you can do so by contacting DGCOS, or the insurer directly, and requesting a claims form. The insurer will either arrange for the completion of the contract, at no further cost to you, or will refund your deposit as detailed on your policy certificate.

COVID-19 Note: Deposit Protection Insurance – Policies Issued From 1st June 2020

Usually, the policy will cover any deposit or stage payment you pay, in full, to a maximum of 25% of the total contract price (maximum £50,000). However, due to this challenging COVID-19 period, for policies issued from 1st June 2020, the insurer will only provide combined cover (for deposits and stage payments) up to a maximum value of £5,000. This continues to be under constant review.


It must be noted that if your installation company has registered you, via the scheme, for an Insurance Backed Guarantee (to underwrite the guarantee issued to you by your installation company) that the insurance policy covers only what is written in the installation company’s guarantee (subject to the insurer’s terms & conditions).

Our Insurance Backed Guarantee lasts for a maximum of 10 years and protects the guarantee you receive from the member upon completion of the installation.

Should your member cease to trade and you require some remedial works within the duration of your guarantee, you can make a claim on your insurance policy. To make a claim you will need to contact DGCOS, or the insurer directly, and request a claims form. Providing the remedial works are covered by the original guarantee, as issued by the member, the insurer will arrange for the repairs to take place free of charge.

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