The Ombudsman Services has been awarded a contract by the Glass and Glazing Federation (GGF) – the national trade body for the glazing industry – to provide independent dispute resolution for the customers of GGF businesses registered to use the scheme.
The Ombudsman Services took up this role on the 1st May 2014.
Under the scheme, customers who have an unresolved complaint with a GGF member company can get their case passed to Ombudsman Services: The Glazing Ombudsman (OS: TGO) for review and resolution.
The Ombudsman Services is an alternative dispute resolution scheme, set up for consumers to turn to when they have complained to a company and either can't agree on a solution or eight weeks have passed and the company has still not dealt with it.
The role of Ombudsman Services is to investigate complaints fairly by taking into account both sides of the story and making a recommendation on what, if any, action should be taken to resolve the complaint.
So that complaints can be handled effectively, companies using the scheme agree to provide the necessary information and to abide by the ombudsman’s decision.