The Double Glazing and Conservatory Ombudsman Scheme answered some searching questions at a recent presentation to key customers of the MASCO WINDOW GROUP. Tony Pickup, DGCOS founder, explained the new scheme and its benefits to the steering group, which meets every few months to review new initiatives in the industry.
“The Ombudsman Scheme got a good reception from a tough crowd,” said Thom Emerson, Sales and Marketing Director of Premier Trade Frames, who organised the event. “Some customers had seen the scheme in the press and wanted to find out more, and this was an ideal opportunity.”
“I was sceptical at first,” admits Graham Shemmings of Ipswich-based Homestyle UK Windows Ltd, who recently became a DGCOS Accredited Member. “I have been a member of various associations that all purported to protect homeowners when things go wrong. This scheme actually does provide comprehensive protection for homeowners and also provides legal backing to installers. I would encourage all quality installers and the industry to support this groundbreaking new initiative.”
Chris Palmer, of Ideal Window Solutions intends to sign up straight away: “The most important benefit for me is the free dispute resolution service. We live in a compensation culture now and it’s becoming more and more common to get customers looking for large discounts for minor problems. When a job was delayed recently thanks to a problem further up the chain, the customer refused the £50 discount and asked for £1,000 off - despite being happy with the installation and the product! Having access to an expert outside party that has the authority to mediate and arbitrate if necessary would be a real boon.”