stationery price list · stationery price list dgcos reserves the right to amend or change the...

STATIONERY PRICE LIST

DGCOS reserves the right to amend or change the prices within this document without notification

* When placing an order please specify if you require a Founding or Accredited Membership Certificate or Van Sign.All prices + VAT and P&P to be added Tel: 0845 053 8975

LARGE VAN SIGNS* size: 420 x 215 mm

£5 each

MEMBERSHIP CERTIFICATES*size: A4

£2 each

Accredited

CONSUMER BROCHURE6 Page A4 Brochure

75p eachminimum order 50

The Ombudsman is Ronald Barham,

LLM, PhD, FCIArb.; a freeman of the

City of London and an experienced

arbitrator. He has been a dispute

resolution practitioner for most of his

professional career and, for over 25

years, has also served as a member

of tribunal judiciary and chairman

of a statutory tribunal. Prior to his specialising in dispute

resolution, he was in general practice as a chartered surveyor

and consulting engineer [being, then, a Fellow of the Royal

Institution of Chartered Surveyors, the Chartered Institute of

Building and the Architects & Surveyors Institute].

The Ombudsman oversees the handling of complaints and

disputes resulting from breaches of contract, professional

negligence, misconduct or poor service by member firms.

The Ombudsman service is free of charge to both the installer

and consumer and is completely independent of the members

that subscribe to the scheme.

The Double Glazing & Conservatory Ombudsman Scheme

(DGCOS) protects consumers buying Double Glazing products,

Conservatories, Doors, Porches, Fascias, Soffits, Orangeries or

associated products from DGCOS Accredited Members.

All DGCOS Accredited Installers are continually vetted in many

areas to ensure consumers are satisfied. All customers receive

comprehensive protection throughout the buying, installation,

after sales and guarantee experience.

Homeowners who use DGCOS Installers get FREE access to

professional mediators, FREE independent inspectors, a FREE

legally binding dispute resolution service via The Ombudsman

Scheme and a Compensation Fund to honour Awards made by The

Ombudsman.

DGCOS Members provide you, the customer, with all the protection

and safeguards you need, ensuring you make the right choice when

deciding where to place your order.

DGCOS is the ONLY comprehensive Consumer Protection

Organisation operating within the UK Double Glazing and

Conservatory Sector and the ONLY scheme to give consumers this

advanced level of protection and confidence.

The scheme’s ambassador is Nick Ross

(ex BBC Watchdog and Crimewatch presenter).

Ensure your investment is safeguarded by using a DGCOS Member.

What is DGCOS?

Who is the Ombudsman &

what does he do?

Backgroud Information on DGCOS

* NOTE:

The scheme does not cover commercial contracts or supply only contracts where the customer has arranged their own

fitting team for the installation.

Placing your order with a DGCOS member gives you:

Real consumer protection unmatched in the industry

To verify current membership please call:

0844 324 9090 or visit www.dgcos.org.uk

With DGCOS you get accredited installers, independently backed

guarantees (even if the firm refuses to help you or goes out of business),

free access to industry inspectors, professional mediators and – if you’re

still unsatisfied – a highly regarded Ombudsman who can settle your

dispute with the power of the law behind him.

There are lots of trade associations in the building and home improvement

sectors, but DGCOS puts you first - and you don’t pay extra for the

safeguard. Nick Ross (former BBC Watchdog & Crimewatch presenter)

DGCOS Scheme covers these products*:

Double Glazing

Conservatories

Orangeries

Fascias

Soffits

Garden Rooms

Roofline

Car Ports

Solar

Patio’s

Garage Doors

Porches

WHAT IS DGCOS?

The Double Glazing & Conservatory Ombudsman

Scheme (DGCOS) protects consumers buying double

glazing, conservatories, orangeries, roofline and

associated products from DGCOS accredited members.

DGCOS enables quality installers to offer consumers

something extra and therefore differentiate themselves in

the market place.

Homeowners who use DGCOS installers get FREE access

to professional mediators, FREE independent inspectors,

a FREE legally binding dispute resolution service via

The Ombudsman Scheme and a Compensation Fund to

honour awards made by The Ombudsman.

DGCOS is here to protect you - before, during and after

you buy, but only when you use a DGCOS Accredited

Installer.

DGCOS members provide you, the customer, with all the

protection and safeguards you need to ensure you make

the right choice when deciding where to place your

order.

DGCOS is the ONLY comprehensive Ombudsman Scheme

operating within the UK Double Glazing and Conservatory

Sector and the ONLY scheme to give consumers this advanced

level of protection and confidence.

WHO IS THE OMBUDSMAN &

WHAT DOES HE DO?

The QA Ombudsman is Ronald Barham, LLM, PhD,

FCIArb.; a freeman of the City of London and an

experienced arbitrator. He has been a dispute resolution

practitioner for most of his professional career and, for

over 25 years, has also served as a member of tribunal

judiciary and chairman of a statutory tribunal. Prior to

his specialising in dispute resolution, he was in general

practice as a chartered surveyor and consulting engineer

[being, then, a Fellow of the Royal Institution of Chartered

Surveyors, the Chartered Institute of Building and the

Architects & Surveyors Institute].

The Ombudsman oversees the handling of complaints and

disputes resulting from breaches of contract, professional

negligence, misconduct or poor service by member firms.

The Ombudsman services are free of charge to both the

installer and consumer and are completely independent

of the members that subscribe to the scheme.

Ronald Barham

The Ombudsman

• Access to fully vetted and regulated installers

• Deposits protected

• Stage payments protected

• Insurance Backed Guarantee for every customer

• Free mediation (for all parties)

• Free inspections (for all parties)

• Free arbitration (for all parties)

• Ombudsman decisions legally binding on both parties under Arbitration Act 1996

• Compensation Fund (protects all parties)

The Benefits to Consumers of Using a DGCOS Member:

Why I Strongly recommend using a DGCOS Member....

* NOTE: The scheme does not cover commercial contracts or supply only contracts

(for example where the customer has arranged their own fitting team for the installation).

Benefits to Consumers Using a DGCOS Member:

Fully Vetted and Accredited Installers

Free Advice Line: 0800 195 9433

Free Deposit Protection

Free Stage Payment Protection

Free Insurance Backed Guarantee (for every customer)

Free Mediation (to help fully resolve any disputes)

Free Independent Inspections (providing a thorough defect analysis report)

Free Arbitration (to provide a legally binding, enforceable resolution)

Free access to Ombudsman (to conclude disputes without incurring legal fees or costs)

Free access to Compensation Fund (to honour all Ombudsman Awards)

Why I Strongly recommend

using a DGCOS Member....

With DGCOS you get accredited installers, independently backed guarantees (even

if the firm refuses to help you or goes out of business), free access to industry

inspectors, professional mediators and – if you’re unsatisfied – a highly

regarded Ombudsman who can settle your dispute with the power of the

law behind him. There are lots of confusing trade association logos in

the building and home improvement sectors, but few offer complete

consumer protection. DGCOS is the real deal. And you don’t pay extra

for the safeguards.

DGCOS Scheme covers:*

Double Glazing Conservatories Orangeries

Fascias Soffits

Garden Rooms

Roofline Car Ports

Porches Garage Doors

Protect your

Investment

by using a

DGCOS Installer

Consumer

Protection

at its best!

Check

You Are

Protected!Watch the Consumer DVD featuring Nick Ross

by visiting www.dgcos.org.uk

Follow these three simple steps:

1. Go to www.dgcos.org.uk/jobfinder

2. Enter your Surname

3. Enter your Postcode

OR Contact:

NOTE:

If your job is not registered within 5 days of

you placing your order please contact DGCOS

to ensure you are registered and receive

protection.

•

Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors

Double Glazed Windows

Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions

Roof & Wall Coatings

Solar Systems

Wooden Outbuildings

DEPOSIT PROTECTION TERMS AND CONDITIONS

The Deposit Protection Cover period shall expire 90 days after the date of payment of the deposit or upon completion of

the contract whichever is the earlier. The period may be extended by written request to IWA, any extension granted will

be given in writing.

In the event of the supplier ceasing to trade prior to the completion of the contract, and within the 90 day period (or

longer if extension has been granted in writing) the Insurers will arrange for the completion of the contract by an IWA

“authorised” company or at their discretion may refund the deposit. The cost to You will be no greater than the

outstanding balance (the outstanding balance is the difference between the original total contract price and the

Deposit payment upto a maximum of 25% of the contract value).No liability will be accepted by Insurers for any works

carried out without written authorisation from IWA. In the event of a claim under this Deposit Protection cover the

Elite Insurance Company Limited - Authorised Signatory

Underwriters: Elite Insurance Company Limited

Elite Insurance Company Limited is registered in Gibraltar No. 91111

Licensed by the Commissioner of Insurance under The Insurance Companies Act 1987 to Carry On Insurance Business

Authorised by the Financial Services Authority under their passporting arrangements. Authorised number 446926.

For further information or advice telephone IWA on 01604 604511 9-5pm Mon-Fri. or e-mail: [email protected]

20 Billing Road, Northampton, NN1 5AW

Independent Warranty is Authorised and Regulated by the Financial Services Authority

1.

Deposit Protection for contracts upto £200,000

Underwritten by Elite Insurance Company Limited

Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors


Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions

Roofing

Roofline


SoffitsSolar Systems

Water Purification Systems

Wooden Outbuildings

This is to certify that providing the deposit is paid (max £50,000 or 25% of contract value whichever is the lesser) and

providing the terms and conditions set out below have been met, the deposit paid, is insured by this certificate up to a

Maximum of £50,000.

CUSTOMER NAME ........................

..........................

....................... SUPPLIER'S NAME ............

..........................

...................... .

DEPOSIT PAID £ ..........................

................. (MAX 25% or £50,000 whichever is the lesser) DATE PAID ............

......................... .

CONTRACT VALUE £ ............................

............ (MAX £200,000)







"authorised" company or at their discretion may refund the deposit. The cost to You will be no greater than the

outstanding balance (the outstanding balance is the difference between the original total contract price and the Deposit

payment upto a maximum of 25% of the contract value).No liability will be accepted by Insurers for any works carried out

without written authorisation from IWA. In the event of a claim under this Deposit Protection cover the certificate holder

will provide proof of payment, a copy of this certificate and a copy of the contract.

Signature Below is Confirmation of Cover:



Registered Office Address: 913 Europort, Europort Road, Gibraltar




Insurance company Itd

Certificate Number:

AZ/00/

AZ/12345678



providing the terms and conditions set out below have been met,


CUSTOMER NAME Mrs Susan Smith SUPPLIER’S NAME Carter Glass

CONTRACT VALUE £160,000 (MAX £200,000) DEPOSIT PAID/CONTRACT SIGNED 6th December 2010

DEPOSIT PAID £40,000 (MAX 25% or £50,000 whichever is the lesser)

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CHIEF EXECUTIVE OFFICER

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C u s t o m e r R e g i s t r a t i o n

Mr Test

Address 1

Address 2

TownCounty

Postcode

Installation Ref:- 00/000A

Installation Details

Type:- Conservatory

Installer / Member Details

Company Name

Address of Installation:-

Address 1, Address2, Town, County, Postcode

Registration Start Date:- 01 March 2010

Dear Mr Test

Your details are now registered with DGCOS. This Certificate confirms that you are using a current member

of The Double Glazing & Conservatory Quality Assurance Ombudsman Scheme (DGCOS) for your

installation. You now have protection under this scheme.

It also confirms that you have a mechanism in place which allows DGCOS to oversee any complaints about

your order from the date you place your order, through the installation process AND for the whole period of

the warranty/guarantee. This includes helping ensure any remedial or warranty work required during the

period of guarantee is carried out to professional standards.

In the unlikely event of a dispute or complaint, you have the right to complain to DGCOS, who can then

initially offer Conciliation and/ or Mediation (possibly including site inspections where deemed necessary by

DGCOS Officers). Should this process not conclude the matter, you may refer the dispute directly to The

Ombudsman for further investigation and possibly Arbitration.

The Ombudsman can investigate any breaches of professional standards, maladministration, inefficiency or

undue delay, and order that the member honours its guarantees and remedial promises. A full set of

procedural rules and information leaflets is available on request.

Insurance Backed Guarantee

On satisfactory completion of the above installation you will be sent a guarantee by the installer. This

guarantee will be underwritten by the Independent Warranty Association in case the installer ceases to trade.

For more information about any of the above please call:

Tel: 0845-053-8975 or visit: www.dgcos.org.uk

•

Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors


Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions


Solar Systems

Wooden Outbuildings



















1.



Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors


Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions

Roofing

Roofline




Wooden Outbuildings




CUSTOMER NAME ........................

..........................

....................... SUPPLIER'S NAME ............

..........................

...................... .

DEPOSIT PAID £ ..........................


......................... .

CONTRACT VALUE £ ............................

............ (MAX £200,000)




















Certificate Number:

AZ/00/

AZ/12345678
















Richard Christie







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Mr Test

Address 1

Address 2

TownCounty

Postcode



Type:- Conservatory


Company Name




Dear Mr Test




















Once you have signed a contract with a DGCOS

member, the installer should register your details

online with DGCOS.

DGCOS will then post to you:-

Customer Registration Certificate

Documents protecting your deposit

Documents protecting your guarantee

Customer Survey & pre-paid envelope

(to ensure we police quality and customer feedback)

Nick Ross explains everything in 2 minutes!

If you don’t receive your documentation

within 5 working days then call:-

0800 195 9433

(freephone)

To verify your installer is currently a member please call:


What You Will Receive When Placing

an Order with a DGCOS Member? Check You Are

Registered with DGCOS!

unmatched in theReal consumer protection

industry

Nick Ross

(Former BBC Watchdog and Crimewatch presenter).

Ronald Barham

•

Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors


Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions


Solar Systems

Wooden Outbuildings



















1.



Bathrooms

Bedrooms

CarPorts

Cladding

Conservatories

Double Glazed Doors


Extensions

Fascias

Garage Conversions

Garage Doors

Kitchens

Loft Conversions

Roofing

Roofline




Wooden Outbuildings




CUSTOMER NAME ........................

..........................

....................... SUPPLIER'S NAME ............

..........................

...................... .

DEPOSIT PAID £ ..........................


......................... .

CONTRACT VALUE £ ............................

............ (MAX £200,000)




















Certificate Number:

AZ/00/

AZ/12345678
















Richard Christie







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Mr Test

Address 1

Address 2

TownCounty

Postcode



Type:- Conservatory


Company Name




Dear Mr Test




















(freephone)

0800 195 9433

(freephone)

OR

[email protected]

DGCOS Scheme Support Services

Freepost Licence No NWW6553

Centurion House

129 Deansgate

Manchester

M3 3WR

BUSINESS REPLY SERVICE

Licence No. NWW6553

Scheme Support Services

IntroduCtIon

02 | Consumer Protection in the double glazing and conservatory industry

This report has been produced

for the benefit of homeowners

who are thinking about having

double glazed windows fitted or conservatories built, and for consumer protection bodies/advisors and the consumer media who

comment on the subject. It has been commissioned by DGCOS (Double Glazing & Conservatory Ombudsman Scheme).

This report seeks to make sense of the largely unregulated, complex and often incomplete or deficient

consumer protection offered by window and conservatory companies and trade associations working in the industry. Its aim is to ensure

consumers have the knowledge to make informed

decisions when choosing an installer that should be

trusted to carry out work in their homes. There are a surprisingly large number of

organisations that offer some form of consumer

protection. But homeowners are generally not aware

of the varying levels and types of protection offered

by these organisations. Good intentions on their own

do not provide protection, and many homeowners

suffer misery and distress when things go wrong and

when problems are not rectified.

The report has been researched

and compiled by David Herman, a

chartered accountant with thirty five

years experience in the construction

industry. David was Finance Director

of Anglian Windows, the industry’s

largest window and conservatory

manufacturing and installing company from 1987 to 1996, and

had responsibility for its MBO from

BET plc and its subsequent listing on

the London Stock Exchange. Since

leaving Anglian, David has worked

as an independent consultant within

the industry. He currently gives some

of his time to the Citizens Advice

Bureau, where he often helps with

consumer rights issues. This is the first version of the

report. It has been compiled from

information contained on each

organisation’s website and other

published and freely available sources ie information

a consumer would be able to compile if they took the

time and trouble, plus informed industry knowledge

from the trade press and knowledge acquired by

seeing what happens to protection in practice and

the circumstances that lead to complaints.

Efforts have been made to ensure that the

information is accurate at the time of publication. If

any organisation finds a mistake or relevant omission

please submit corrective information in writing to

David Herman at [email protected].

“This report seeks to make sense of the largely unregulated,

complex and often incomplete or deficient consumer protection

offered by window and conservatory companies and trade

associations working in the industry.” DAVID HERMAN, FCA

David Herman, FCA

Centurion House, 129 Deansgate

Manchester, M3 3WRT: 0845 053 8975 F: 0845 053 8972 E: [email protected] www.dgcos.org.ukThe Double Glazing & Conservatory Quality Assurance Ombudsman Scheme is a not for profit organisation. Registered in England No. 5860672

Why you should

always use a DGCOS member Double Glazing Conservatories

Windows & Doors Orangeries Fascias & Soffits Roofline

The Consumer Protection Report

The Consumer Protection Report (otherwise known as the

‘Herman Report’) highlights, for the first time, what protection

homeowners actually receive when buying double glazing or

conservatories.Its aim is to ensure consumers have the knowledge to make

informed decisions when choosing an installer who should

be trusted to carry out work in their homes.The report was researched by David Herman FCA (who was

formerly Finance Director of Anglian Windows from 1987

to 1996), with over 30 years experience in the construction

industry, now providing his time freely advising consumers in

his role with the Citizens Advice Bureau.David Herman’s report suggests 10 key questions for

homeowners to ask an installer before buying double

glazing or conservatories (see table opposite).

Download Your Free Copy of the Report at:

www.dgcos.org.uk

The Herman Report

by David Herman FCA

for DGCOS (Double Glazing and Conservatory Ombudsman Scheme)

Foreword by Nick Ross(Former BBC Watchdog and Crimewatch Presenter)

The Consumer Protection Reportdouble glazing and conservatories

The Top 10 Questions Consumers should ask

(before placing an order): -1 Ask the installer which trade bodies they belong to and get

proof of membership.2 Double check with the trade body to verify membership (at the

same time verifying recommendation no. 10 below)

3 Ask for a copy of the installer’s guarantee before placing your

order.

4Always ask for a written guarantee on completion from the

installer with the terms and period of cover clearly stated. If your

guarantee doesn’t arrive within a week or two of your project

being completed you may need to chase the installer.

5 Ask the installer if an Insurance Backed Guarantee (IBG) is

offered or included in the price.6

Ask to see the installer’s Contract and Terms & Conditions

before placing an order. Ask the installer to explain any terms

you don’t understand.

7

If you are asked to pay a deposit check:

• If the installer provides deposit protection insurance.

• How much of the deposit is covered under the insurance.

• If you will need to notify/register your deposit with the

insurance provider and if so within what timescales.

• If there is a time limit on the deposit protection and also the

time limit on making a claim i.e. how long does the cover last

for?

8 Ask the installer which insurer provides the IBG and ask to see a

sample policy.

9

Contact the IBG provider and check:

• If you have to apply for the policy and by what date.

• If you need to send a satisfaction slip back and by when.

• If the installer has to register the customer’s details with the

insurance provider.• If the IBG pays out regardless of how the installer ceases to

trade• If the IBG pays out even if the consumer paid by credit card or

bought on finance• If there’s an excess charge when you make a claim on an IBG.

10

Contact the trade organisations and check:

• How they can help the consumer in the event of a dispute

and if there are any costs involved.

• If an inspection service and report is available should a dispute

arise (and how much it costs).• If the inspection report finds in the consumer’s favour how

they can enforce this.• If there is a legally binding arbitration service if disputes are not

resolved at an earlier stage, and how much it costs.

• How they support a consumer in the event of the installer not

complying with any decisions.

• Is your website and/or marketing literature up to date and

accurate? Do you provide additional protection that I as a

consumer should know about? Could I see where that is

specified please?

DGCOS helps thousands of consumers...

I wish to thank the DGCOS for being

instrumental in sorting out a problem

with my Double Glazed Front Door. DGCOS liaised direct with the door supplier who consequently repaired the door to my satisfaction. Without DGCOS intervention , I doubt I would

have been able to achieve either!.Bryan Noon

I am very pleased with the service we have received

from DGCOS. They have been extremely helpful and

have taken the initiative and not left me in the lurch.

It’s very reassuring that DGCOS exists to help the

general public in the event of a problem. I can only

sing the praises of DGCOS and would recommend

consumers ask their installer if they are a member of

DGCOS. It just gives you the security and fallback if a

company goes out of business.Andrew Gledhill

I am staggered by the speedy response by the DGCOS. I cannot praise highly

enough the efforts of DGCOS in coming up with a solution to a complex

problem. If it wasn’t for the efforts of the DGCOS I would have had to pay

£1000s to rectify what was a major problem with my conservatory. DGCOS

did more than we could have ever expected and we are eternally grateful to

DGCOS for all the help and assistance we have received. I would recommend

everybody use a DGCOS member then if you are, like me left with problems

you have someone on your side to help you.

Gordon Cooper

I would like to offer my wholehearted support for DGCOS, it contains all of the

safeguards that the consumer desperately needs from the Double Glazing and

Conservatory industry, which currently is not there. The DGCOS in my opinion

is needed desperately, to at last protect the rights of the consumer.

Alexander John Prescott

DGCOS has shown a true appetite to resolve my

problem and as a consumer it is reassuring to know

that there is someone we can turn to for any help

or advice. DGCOS gives me peace of mind that if a

problem does occur I can contact them to resolve it.

It should be compulsory for installers to join DGCOS

so consumers are protected and fully covered.

Graham CorristineQuite by chance, I discovered the DGCOS, and I am so glad I did! I now have

my nice new windows, and am really happy with the result. I have already

recommended DGCOS to other people and will continue to do so. Thank you

DGCOS for making the whole ‘double-glazing’ experience so much easier.

Paula Best

We experienced problems with our conservatory roof and there was dampness showing on the wall. The person at DGCOS was very helpful and really understood our situation. It’s

great to know that there is someone you can turn to in the event of a problem. It just gives me the peace of

mind that there are organisations out

there like DGCOS that are on your side

and want to help. Anthony Kent

Mr & Mrs Cooper

Anthony Kent

Andrew Gledhill

Graham Corristine

Bryan Noon

IntroduCtIon

02 | Consumer Protection in the double glazing and conservatory industry

This report has been produced for the benefit of homeowners who are thinking about having double glazed windows fitted or conservatories built, and for consumer protection bodies/advisors and the consumer media who comment on the subject. It has been commissioned by DGCOS (Double Glazing & Conservatory Ombudsman Scheme).

This report seeks to make sense of the largely unregulated, complex and often incomplete or deficient consumer protection offered by window and conservatory companies and trade associations working in the industry. Its aim is to ensure consumers have the knowledge to make informed decisions when choosing an installer that should be trusted to carry out work in their homes.

There are a surprisingly large number of organisations that offer some form of consumer protection. But homeowners are generally not aware of the varying levels and types of protection offered by these organisations. Good intentions on their own do not provide protection, and many homeowners suffer misery and distress when things go wrong and when problems are not rectified.

The report has been researched and compiled by David Herman, a chartered accountant with thirty five years experience in the construction industry. David was Finance Director of Anglian Windows, the industry’s largest window and conservatory manufacturing and installing company from 1987 to 1996, and had responsibility for its MBO from BET plc and its subsequent listing on the London Stock Exchange. Since leaving Anglian, David has worked as an independent consultant within the industry. He currently gives some of his time to the Citizens Advice Bureau, where he often helps with consumer rights issues.

This is the first version of the report. It has been compiled from information contained on each organisation’s website and other

published and freely available sources ie information a consumer would be able to compile if they took the time and trouble, plus informed industry knowledge from the trade press and knowledge acquired by seeing what happens to protection in practice and the circumstances that lead to complaints.

Efforts have been made to ensure that the information is accurate at the time of publication. If any organisation finds a mistake or relevant omission please submit corrective information in writing to David Herman at [email protected].

“This report seeks to make sense of the largely unregulated, complex and often incomplete or deficient consumer protection offered by window and conservatory companies and trade associations working in the industry.” DAVID HERMAN, FCA

David Herman, FCA

Centurion House, 129 Deansgate Manchester, M3 3WR

T: 0845 053 8975 F: 0845 053 8972 E: [email protected] www.dgcos.org.uk

The Double Glazing & Conservatory Quality Assurance Ombudsman Scheme is a not for profit organisation. Registered in England No. 5860672

Why you should

always use a DGCOS member

Double Glazing Conservatories

Windows & Doors Orangeries

Fascias & Soffits Roofline

The Consumer Protection ReportThe Consumer Protection Report (otherwise known as the

‘Herman Report’) highlights, for the first time, what protection

homeowners actually receive when buying double glazing or

conservatories.

Its aim is to ensure consumers have the knowledge to make

informed decisions when choosing an installer who should

be trusted to carry out work in their homes.

The report was researched by David Herman FCA (who was

formerly Finance Director of Anglian Windows from 1987

to 1996), with over 30 years experience in the construction

industry, now providing his time freely advising consumers in

his role with the Citizens Advice Bureau.

David Herman’s report suggests 10 key questions for

homeowners to ask an installer before buying double

glazing or conservatories (see table opposite).

Download Your Free Copy of the Report at:

www.dgcos.org.uk

The Herman Report

by David Herman FCA

for DGCOS (Double Glazing and Conservatory Ombudsman Scheme)

Foreword by Nick Ross

(Former BBC Watchdog and Crimewatch Presenter)

The Consumer Protection Reportdouble glazing and conservatories

The Top 10 Questions Consumers should ask (before placing an order): -

1 Ask the installer which trade bodies they belong to and get proof of membership.

2 Double check with the trade body to verify membership (at the same time verifying recommendation no. 10 below)

3 Ask for a copy of the installer’s guarantee before placing your order.

4

Always ask for a written guarantee on completion from the installer with the terms and period of cover clearly stated. If your guarantee doesn’t arrive within a week or two of your project being completed you may need to chase the installer.

5 Ask the installer if an Insurance Backed Guarantee (IBG) is offered or included in the price.

6Ask to see the installer’s Contract and Terms & Conditions before placing an order. Ask the installer to explain any terms you don’t understand.

7

If you are asked to pay a deposit check:• If the installer provides deposit protection insurance.• How much of the deposit is covered under the insurance.• If you will need to notify/register your deposit with the

insurance provider and if so within what timescales.• If there is a time limit on the deposit protection and also the

time limit on making a claim i.e. how long does the cover last for?

8 Ask the installer which insurer provides the IBG and ask to see a sample policy.

9

Contact the IBG provider and check:• If you have to apply for the policy and by what date.• If you need to send a satisfaction slip back and by when.• If the installer has to register the customer’s details with the

insurance provider.• If the IBG pays out regardless of how the installer ceases to

trade• If the IBG pays out even if the consumer paid by credit card or

bought on finance• If there’s an excess charge when you make a claim on an IBG.

10

Contact the trade organisations and check:• How they can help the consumer in the event of a dispute

and if there are any costs involved.• If an inspection service and report is available should a dispute

arise (and how much it costs).• If the inspection report finds in the consumer’s favour how

they can enforce this.• If there is a legally binding arbitration service if disputes are not

resolved at an earlier stage, and how much it costs.• How they support a consumer in the event of the installer not

complying with any decisions.• Is your website and/or marketing literature up to date and

accurate? Do you provide additional protection that I as a consumer should know about? Could I see where that is specified please?

DGCOS helps thousands of consumers...

I wish to thank the DGCOS for being

instrumental in sorting out a problem

with my Double Glazed Front Door.

DGCOS liaised direct with the door

supplier who consequently repaired

the door to my satisfaction. Without

DGCOS intervention , I doubt I would

have been able to achieve either!.

Bryan Noon

I am very pleased with the service we have received

from DGCOS. They have been extremely helpful and

have taken the initiative and not left me in the lurch.

It’s very reassuring that DGCOS exists to help the

general public in the event of a problem. I can only

sing the praises of DGCOS and would recommend

consumers ask their installer if they are a member of

DGCOS. It just gives you the security and fallback if a

company goes out of business.

Andrew Gledhill

I am staggered by the speedy response by the DGCOS. I cannot praise highly

enough the efforts of DGCOS in coming up with a solution to a complex

problem. If it wasn’t for the efforts of the DGCOS I would have had to pay

£1000s to rectify what was a major problem with my conservatory. DGCOS

did more than we could have ever expected and we are eternally grateful to

DGCOS for all the help and assistance we have received. I would recommend

everybody use a DGCOS member then if you are, like me left with problems

you have someone on your side to help you.

Gordon Cooper

I would like to offer my wholehearted support for DGCOS, it contains all of the

safeguards that the consumer desperately needs from the Double Glazing and

Conservatory industry, which currently is not there. The DGCOS in my opinion

is needed desperately, to at last protect the rights of the consumer.

Alexander John Prescott

DGCOS has shown a true appetite to resolve my

problem and as a consumer it is reassuring to know

that there is someone we can turn to for any help

or advice. DGCOS gives me peace of mind that if a

problem does occur I can contact them to resolve it.

It should be compulsory for installers to join DGCOS

so consumers are protected and fully covered.

Graham Corristine

Quite by chance, I discovered the DGCOS, and I am so glad I did! I now have

my nice new windows, and am really happy with the result. I have already

recommended DGCOS to other people and will continue to do so. Thank you

DGCOS for making the whole ‘double-glazing’ experience so much easier.

Paula Best

We experienced problems with our

conservatory roof and there was

dampness showing on the wall. The

person at DGCOS was very helpful

and really understood our situation. It’s

great to know that there is someone

you can turn to in the event of a

problem. It just gives me the peace of

mind that there are organisations out

there like DGCOS that are on your side

and want to help.

Anthony Kent

Mr & Mrs Cooper

Anthony Kent

Andrew Gledhill

Graham Corristine

Bryan Noon

MEMBERSHIP PLAQUEsize: A4

£95 each

POP UP BANNERsize: 2220 x 865 mm

£149 each

DROP CARDS/DOOR CANVAS CARDSsize: 105 x 148 mm


Benefits to Consumers Using a DGCOS Member:

Protect your

investment by

using a DGCOS

installer





Free Insurance Backed Guarantee (for every customer)

Free Mediation (to help fully resolve any disputes)

Free Independent Inspections (providing a thorough

defect analysis report)

Free Arbitration (to provide a legally binding,

enforceable resolution)

Free access to Ombudsman (to conclude disputes

without incurring legal fees or costs)

Free access to Compensation Fund (to honour all

Ombudsman Awards)


(freephone)

To verify your installer is currently a member please call

Why you should

always use a DGCOS member

Double Glazing Conservatories Windows & Doors Orangeries Fascias & Soffits Roofline

PEACE OF MIND PACKSincluded within the pack are 5 certificates

overprinted with your logo & details

£1.50 eachminimum order 50

RICHARD CHRISTIE


Double Glazing & Conservatory

Quality Assurance Ombudsman Scheme

Richard Christie

The Double Glazing & Conservatory Quality Assurance Ombudsman Scheme. Registered in England No. 5860672

For more information call DGCOS on:

Telephone: 0844-324-9090 or visit www.dgcos.org.uk

The DGCOS

Compensation Fund

Summary

In addition to DGCOS Insurance Guarantee Provider’s protection of consumers’ deposits and stage payments, all

repayments ordered by the Ombudsman are backed by a Compensation Fund. See below for details:-

Why the need for a Compensation Fund?

Over a number of years, DGCOS research identified several areas within the double glazing and conservatory

installation sector where consumers were potentially at risk of losing money or being disadvantaged.

DGCOS was created in order to address these problems by providing robust Ombudsman based processes to deal with

customer complaints.

The Ombudsman has the power to make financial awards in connection with the determination of a complaint. These

might be in relation to payment of compensation, costs or any other related matter such as (but not limited to) loss of

deposits or stage payments (outside of those covered by DGCOS Insurance Guarantee Providers) or some other loss

suffered by a consumer using a DGCOS member.

The DGCOS complaints procedure includes in appropriate cases, access to a Compensation Fund which can provide

a discretionary payment in satisfaction of an Ombudsman’s Award.

What is The DGCOS Compensation Fund?

The Compensation Fund exists to ensure that the beneficiaries of all Ombudsman awards receive any financial payment

or compensation due to them as a result of the Award.

Upon joining The Scheme every trade member of DGCOS agrees to contribute to the Compensation Fund.

The trustees of the Fund hold these monies for use in support of the beneficiaries of the Ombudsman’s Awards.

When is The Fund Used?

The Fund can be claimed upon should any payment due under an Ombudsman’s award not be made in accordance

with the terms of the Award.

The successful party must use its best endeavours to procure payment of any Awards by the other party but, as a last

resort, may make an application to the Compensation Fund for discretionary payment in lieu.

All payments from the Compensation Fund must be authorised by the Ombudsman.

RICHARD CHRISTIECHIEF EXECUTIVE OFFICERDouble Glazing & ConservatoryQuality Assurance Ombudsman Scheme

Richard Christie


Dear Customer/Potential Customer,The above business is an Accredited Member of The Double Glazing & Conservatory Quality Assurance Ombudsman

Scheme (DGCOS). The scheme covers installers fitting: double glazing, conservatories, orangeries, roofline and associated

products. All members have passed a comprehensive vetting procedure.

All Accredited Installers must, as a minimum:

• Provide DGCOS administrators with a minimum of 10 customer references (of installations carried out within the last 12

months) who can be independently approached for quality assurance purposes.

• Provide DGCOS administrators with a minimum of 3 supplier references who can be independently approached for

quality assurance purposes.• Provide DGCOS administrators with a copy of their current Health and Safety Policy.

• Carry minimum insurances of a) £5m Public Liability b) £10m Employers Liability.

• Provide every customer with a Written Contract (to include Terms and Conditions).

• Provide every customer with a Written Guarantee.

• Provide every customer with Deposit Protection Insurance (where a deposit has been taken).

• Provide every customer with an Insurance Backed Guarantee.

• Allow DGCOS Inspectors to inspect any installation deemed necessary.

• Allow DGCOS to send every customer a Satisfaction Questionnaire.

• Submit to the legal jurisdiction of DGCOS and the Ombudsman.

Accountability and ProtectionIn the event of a complaint the customer may request the involvement of The Ombudsman. DGCOS can

then arrange for free Mediation, free Independent Inspections or ultimately free Arbitration by The Ombudsman.

The Ombudsman’s decision is final, legally binding and enforceable under the terms of the 1996 Arbitration Act.

This provides you, the customer, with unparalleled protection.

For more information or to verify membership call DGCOS on:-

Telephone: 0844-324-9090 or visit www.dgcos.org.uk

Ombudsman Scheme MembershipCertificateYour Complete Peace of Mind Pack

Centurion House, 129 Deansgate Manchester, M3 3WR

T: 0845 053 2934F: 0845 053 8972 E: [email protected]

“If you’re thinking of buying double-glazing or a conservatory I strongly recommend you use a DGCOS member.”Nick Ross (former BBC Watchdog & Crimewatch presenter)

This is the ONLY Ombudsman Scheme operating within the UK Double Glazing and Conservatory Sector and the ONLY scheme to give consumers this advanced level of protection and confidence.

Placing your order with this member gives you:

Real consumer protection unmatched in the industry

To verify current membership please call:

0845 053 2934 or visit

www.dgcos.org.uk


CONSUMER LEAFLETS4 Page A5 Brochure


Installing Double Glazing

or a Conservatory? . . .

..“I strongly

recommend

you use a

member of

DGCOS”

Nick Ross

DGCOS offers you extensive safeguards and protection including:





Free Insurance Backed Guarantee

Free Mediation & Arbitration

Free Independent Inspections

Free access to Ombudsman

www.dgcos.org.uk

Installing Double Glazing or a Conservatory? . . .

..“I strongly recommend you use a member of DGCOS”Nick RossDGCOS offers you extensive safeguards and protection including:

Fully Vetted and Accredited InstallersFree Advice Line: 0800 195 9433Free Deposit ProtectionFree Stage Payment ProtectionFree Insurance Backed Guarantee

Free Mediation & ArbitrationFree Independent InspectionsFree access to Ombudsman

www.dgcos.org.uk

SHOWROOM POSTERSsize: 594 x 420 mm

£2 each

T: 0845 053 8975E: [email protected]: www.dgcos.org.uk

CONSUMER DVDsfeaturing Nick Ross


WINDOW STICKERS* size: 250 x 130 mm

£3.50 each