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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.
Here are some of the most popular questions we get asked
The Benefits of UPVC Windows & Doors
UPVC or Unplasticised Polyvinylchloride is a standard material used in windows and doors but do you ever consider the advantages of selecting UPVC windows compared other products? Here are 10 benefits of UPVC windows and doors for your home: 1. Customisable Typically most UPVC windows, doors and external facias will come in white. However, developments in the manufacturing process have meant homeo…
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Is it PVCu or UPVC?
We have created this post to alleviate a common confusion between the difference between PVCu and UPVC; used in products such as windows and doors. At DGCOS we are committed to our responsibility to communicate clear and transparent information about the home improvement industry. What is PVCu? PVCu or Poly Vinyl Chloride is a common, lightweight and robust type of plastic used consumer goods. The…
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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 an intensive 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 (including cancellation rights), and…
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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?
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 action your complaint and your case may be passed to the complaints depart…
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When can the Ombudsman not investigate?
The Ombudsman cannot investigate when the complaint has previously been heard by another tribunal or court, and examples of instances when the Ombudsman’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?
Mediation is a voluntary dispute resolution process where 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 long will it take the Ombudsman 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 the Ombudsman's office.…
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