GGF PLEASED WITH TGO PROGRESS

GGF PLEASED WITH TGO PROGRESS

The GGF is pleased The Glazing Ombudsman (TGO) recently gained formal accreditation as an Ombudsman member by the British and Irish Ombudsman Association (BIOA) and has now become the official ombudsman scheme for settling domestic glazing installation complaints within the UK.

Last year when TGO was launched, the Federation supported the scheme by fully funding all GGF Members vetting, joining and subscription fees for their first year in the scheme. 

Though TGO is a distinctly separate entity and is not run by the GGF, the Federation still firmly supports the scheme as the fairest, most straight forward and transparent Ombudsman scheme in the industry.

Nigel Rees, GGF Chief Executive “The BIOA accreditation is a very positive step for TGO and one the GGF welcomes. It is important for the industry to have a formally accredited ombudsman scheme. It offers both the trade and consumers greater peace of mind when installing or buying glazing.”

Acceptance for BIOA Ombudsman membership is based upon meeting the BIOA rules and five key criteria; 

• The independence of the Ombudsman from those whom the Ombudsman has the power to investigate
• The Ombudsman’s effectiveness
• The fairness of the Ombudsman
• The openness and transparency of the Ombudsman
• The public accountability of the Ombudsman

For consumers, TGO represents an important milestone for consumer protection as it means that for the first time, customers of domestic glazing installations will have a BIOA accredited Ombudsman to whom they can turn to in the event that a dispute arises without having to go to Court. For glazing companies, registering with TGO demonstrates in a very tangible way to potential customers that they have real confidence in their product and service offering and are prepared to back this up by providing their customers with free access to TGO. 

TGO’s Ombudsman, Christopher Hamer commented ‘Accreditation as an Ombudsman member of BIOA provides credibility for TGO as a voluntary redress scheme within the Ombudsman industry. Membership of BIOA demonstrates formal recognition of the high standards of excellence to which TGO operates as an Ombudsman scheme. Installers who join TGO can be assured that I will consider disputes independently and impartially, from both the installer and consumer’s perspective.’

Adding to this, Graham Hinett, Chairman of TGO said ‘The achievement of Ombudsman Membership with BIOA represents a significant milestone for the industry and TGO in demonstrating that the organisation is governed according to BIOA’s strict rules and criteria. In the event that a dispute arises, TGO will not take sides. If the Ombudsman decides that the service the customer received was unsatisfactory, TGO can ask the company to put matters right. TGO may also say that it thinks that the company provided a reasonable service. The Ombudsman will always explain why he reached his decision on whether the complaint was upheld or not.” 

Where a complaint is upheld, TGO can award compensation in various forms. This could be as simple as an apology, a recommendation to rectify workmanship or a financial award. In practice, it is anticipated that the average financial award is likely to be similar to amounts awarded by Small Claims Courts, with the maximum award of £25,000 being awarded only in highly exceptional circumstances, where proven financial loss and/or extreme levels of avoidable distress, aggravation and inconvenience have occurred. The Ombudsman’s role is to provide redress which means that his awards are intended to put consumers back into the position they were before the event leading to the dispute occurred.

As a BIOA Ombudsman member, TGO is a not-for-profit, mutual company that is owned by members, with a clear focus on providing a fair and unbiased Ombudsman service. TGO does not sell insurance and will not generate sales leads for installation companies. Consumers are able to locate registered installers on the TGO website without providing any personal details The Ombudsman is neither a regulator of the industry nor a consumer champion.

To date, national home improvement companies such as Anglian Home Improvements, Safestyle, Tesco Windows and Doors, Conservatory Outlet Ltd, Lister Trade Frames and Masterframe Windows have all joined TGO and membership is growing by the week. 

For further information or to join The Glazing Ombudsman, please go to: www.glazingombudsman.com

or email membership@glazingombudsman.com

or telephone 020 7397 7200.

To find out more about the British and Irish Ombudsman Assocation please visit the BIOA website at: www.bioa.org.uk.