Due to the inaccuracies of quite a lot of the early articles about DGCOS, I’d like to give you information which might help you understand what DGCOS is actually all about.
While I wholeheartedly agree with free speech and debate, sometimes forums of this nature can cross the line into a more defamatory nature as the piece that was removed did and it can become damaging and unfair. I reserve the right to fight our corner and protect the integrity of DGCOS if I think this is happening.
Firstly, we have never said to any journalists that this industry is full of rogues or incompetents. It isn’t, and we’ve said several times that a few rogues and cowboys damage the reputations of the many. We have only ever said factual information and given a potential solution to the 22,000+ complaints received about this industry last year. We do not have editorial control over anything that is not published by DGCOS – as is witnessed by this blog.
Also, we do not seek to represent the industry. DGCOS is an Ombudsman scheme with judicial powers and extensive powers of investigation. It is a consumer protection organisation. Installers and the industry will benefit from its existence.
I welcome Nigel’s attempt to put some organisations into perspective. As he says, “Fensa ….was never designed as a consumer protection organisation. The Glass and Glazing Federation is a Trade Federation, whose main driver is promote technical and ethical standards”
However, he is incorrect when he says DGCOS is ‘ultimately a lead generator’. DGCOS provides the consumer protection the industry needs to help its reputation. The fact that DGCOS is aware of the needs of the people who drive the industry, the installers, and the things they need to ‘buy into’ the scheme is testament to our research and ability to deliver a great scheme.
DGCOS does not pretend to cover the whole industry. We cannot. Many companies will just not make the grade. 23% of applications so far have failed. DGCOS covers only installation businesses who have taken the trouble to become accredited members – our website makes this clear.
DGCOS is different because it is a robust Ombudsman Scheme. Bona fide complaints will be investigated thoroughly. Wrongs will be addressed and put right. Investigations of complaints are mandatory whereas many trade bodies provide an optional ‘conciliation’ service which members may or may not abide by. DGCOS also provides a free independent inspection service on disputed installations. The Ombudsman’s decisions are legally binding and enforceable. Members contribute to a Compensation Fund to ensure awards are honoured. No other organisation offers all of this for the industry.
The Ombudsman, Dr Ronald Barham, is a Fellow of The Chartered Institute of Arbitrators and has been operating as an Ombudsman since 1996. He has extensive knowledge of the construction industry and is a member of the arbitration panels of several professional and government bodies. He is independent of all member organisations, is not funded by members, and is not on the management team or board of directors of DGCOS so that any judgment he makes could not be considered biased.
In regards to the costs, wildly inaccurate figures have been mentioned on this blog. The cost of ongoing membership is affordable by all professional installers. The ongoing cost is in the region of 1.2% of their retail turnover. For the overall benefits on offer this is a bargain. The marketing materials are excellent and proving very successful for installers.
To dispel another rumour, DGCOS does not sell IBGs, and we make no money from them. We have investigated the provision of IBGs to consumers and found that there are many loopholes. This is unacceptable to DGCOS. Therefore, we have negotiated a policy for members with our approved supplier, IWA, to ensure everyone is covered. The Compensation Fund also enables any customer of a member who is not registered to have a fallback position.
The purpose of our marketing, PR and advertising is to communicate strongly to people so they take notice of the scheme as many consumers, consumer support groups and the media are already doing. This is only the beginning. However, Nick Ross does not put his name to ‘mere marketing gimmicks’. Nick has been personally involved in ensuring that what the scheme offers is sound, robust and will serve the industry well.
Our credit score may be low. This is because we are new and have not turned a surplus yet. We won’t do for 2-3 years dependent on the take up rate from installers. Our aim is to attract 1,800 of the best installers into accreditation over the next 3-4 years. That will be approx 14% of installers in the UK. As I said, not everyone will make it.
I’d like to thank the organisers of GlassTalk for their ‘on the couch’ invitation. However, DGCOS cannot adequately be explained in a few minutes and I am going to graciously decline this invitation.
However, I do intend to attend Glasstalk, along with 5 of our senior people.
We will soon be organising a series of seminars around the country and will be extending invitations to any interested party who would like to attend their nearest seminar and participate in the Q&A sessions at the end.
DGCOS isn’t for everyone, and I am not out to convert everyone. If people are happy as members of the GGF or other bodies that’s fine by me, but I do believe DGCOS is by far and away the best consumer protection scheme in the industry, because it was designed to be.
Read the latest discussions on DGCOS at www.glasstalk.co.uk or visit: www.dgcos.org.uk
