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The Double Glazing & Conservatory Ombudsman Scheme lets you know who you can trust.

Nick Ross

Nick Ross (Former BBC watchdog, Crime Watch Presenter & DGCOS ambassador)

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Help & Advice- FAQ's

DGCOS has collected the most frequently asked questions about the double glazing industry and answered them here.

Who has DGCOS appointed as their Ombudsman?

Who has DGCOS appointed as their Ombudsman?

DGCOS has appointed Ombudsman Services to investigate and resolve any disputes between DGCOS members and their customers that may not have been resolved at an earlier stage. Ombudsman Services is the UK’s leading independent multisector ombudsman and is approved by the appropriate regulatory bodies to provide redress schemes. Ombudsman Services provides independent dispute resolution and runs …

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What is the accreditation process?

What is the accreditation process?

The accreditation process is what all applicant installers must pass before being offered membership. All applicant installers must complete and successfully pass a five point credit and background history check, and provide DGCOS administrators with a copy of their customer facing documents. These documents include their customer contract, terms and conditions, and guarantee. DGCOS also request a…

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What types of complaints can be investigated?

What types of complaints can be investigated?

DGCOS can investigate complaints against any member company, providing the complaint is about something that happened during the company’s period of membership. A complaint will be considered if the customer believes they have been treated unfairly, the service received was unacceptable or a situation has led to distress, inconvenience or disadvantage.…

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How can I make a complaint?

How can I make a complaint?

In the first instance, it is important to allow the member to rectify the problem, and all complaints should be addressed in writing directly to the company. You should allow the member 14 days to respond before taking further action. If you remain dissatisfied, you can contact DGCOS to register your complaint. DGCOS will send you an initial complaint registration form (ICRF) and your case will be…

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When can Ombudsman Services not investigate?

When can Ombudsman Services not investigate?

Ombudsman Services cannot investigate when the complaint has previously been heard by another tribunal or court, and examples of instances when Ombudsman Service’s powers are limited, are: when another Ombudsman has statutory control of the matter, and when a complaint involves an allegation of fraud – this must be investigated by the police.…

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What is the difference between mediation and arbitration?

What is the difference between mediation and arbitration?

Mediation is a voluntary dispute resolution process were a ‘neutral person’ helps the parties to reach a negotiation settlement. The process is designed to bring the matter to a speedy conclusion. Arbitration is a more formal process that leads to a judicial decision based on the material submitted by the parties involved. …

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How much does Ombudsman Services cost?

How much does Ombudsman Services cost?

Ombudsman Services' are free of charge to consumers. …

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How long will it take Ombudsman Services to provide a resolution to a complaint?

How long will it take Ombudsman Services to provide a resolution to a complaint?

The length of time taken depends on a number of factors. Some cases are complex and the investigation may be lengthy, whilst others can be dealt with relatively quickly. As a guide, the average complaint takes about 8 weeks from the date the completed complaint form is received at Ombudsman Services' office.…

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What powers does Ombudsman Services have?

What powers does Ombudsman Services have?

Ombudsman Services can: i) recommend the member reconsider the complaint ii) formally reprimand the member or instruct DGCOS to revoke their membership iii) recommend that the member rectify the problem or pay compensation iv) dismiss the claim altogether…

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