This was sent to www.fenestration-news.com earlier on today:
I read with some bemusement that TGO is now proclaiming itself as the ‘official’ industry ombudsman. How exactly does membership of the BIOA make TGO the ‘official’ ombudsman for the industry? It does not.
TGO is a watered down version of DGCOS with limited consumer and installer protection and which gives awards that are not binding on the consumer. This service could cost its members thousands of pounds in inspection and dispute resolution fees. I wonder if TGO is planning to make this clear to the industry?
Last year I wrote in the introduction to David Herman’s Consumer Protection Report that DGCOS welcomed all improvements to consumer protection and anything that could enhance the reputation of the industry. I still do. But while I welcome the TGO, I think it would improve greatly if it had all the ‘frills’ it proudly boasts of leaving out. ‘No frills’ in an emotive term, usually used negatively, but in this case the frills include the all-important substance. If protection isn’t there when you need it, it is no protection at all. The results do the industry no favours.
Protection must be more than a badge. The industry has got lots of badges from which to choose, which is exactly why DGCOS was established to offer fully comprehensive no-compromise protection with unlimited cover. It is a comprehensive safety net that has proven to work. We have a growing bank of positive case studies which illustrate just how comprehensive, efficient and effective our offer is.
TGO, which is effectively The GGF’s and Fensa’s ombudsman, will be judged on its track record in protecting consumers and hopefully it has not simply been created as a defensive mechanism to combat the success of DGCOS.
Founder of the Double Glazing & Conservatory Ombudsman Scheme (www.dgcos.org.uk)
Wow. Talk about sour grapes! Now I don’t know if the TGO can actually call themselves the official Ombudsman for the scheme, I am checking, but even if they can’t, this is a totally unnecessary statement!
I have had an email from the TGO since I wrote the paragraph above stating that they have been been accepted in the BIOA (British and Irish Ombudsman Association) which is something the DGCOS has been turned down for…twice apparently!
As far as I’m aware, the TGO has had a better pick-up (pun intended) then the DGCOS has had. I’ve not seen a single company round where I live which has the DGCOS plastered all over their vans. Yet, I have already seen a couple with the TGO accreditation on their vehicles. Small example I know but what I believe is indicative. I think the DGCOS still remain under 300 members.
The simple fact here is that there was absolutely no need for this letter to be written in the first place. It looks, and probably is, just sour grapes. With the word and tone of the letter they appear just to be bitter at the fact that the TGO has been accepted into the BIOA and they have been denied twice (by all accounts).
The owners of the DGCOS should read a book called ‘How To Win Friends And Influence People’.