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VIPVIEWPOINT


enforce consumer rights (e.g. via protests, campaigning or lobbying).


The key is that consumers are provided with a choice when considering whether to hire an installer who may or may not belong to such schemes or organisations.


Would you like to see one single, representative trade body – perhaps an amalgamation of existing organisations - looking after the interests of consumers in this industry?


It could be viewed that a single


representative body or an amalgamation of existing bodies may provide greater simplicity for consumers when requiring advice on our industry products. However, the organisations around our industry represent particular sectors of the industry. The GGF represents the industry as a whole, i.e. all products, all materials, but others specialise in particular materials and products, therefore amalgamation may not be sensible.


Regarding organisations such as The Glazing Ombudsman, these cover the whole industry and offer a process for consumers to obtain redress if things go wrong when buying a range of defined products (all materials) including windows and doors, conservatories, porches and roofline products anywhere in the UK. TGO is all encompassing and offers the opportunity for industry to avoid expensive legal fees by providing a simple, free dispute resolution process to their customers.


Is the system for consumer complaints and redress workable and effective? What more could be done?


The operational model for TGO is based on the same system that The Property Ombudsman (TPO) has used for more than 20 years. The property industry quickly understood the benefits of offering their clients a free, independent and impartial service for dealing with disputes and, as a


Clearview NMS « January 2012 « www.clearview-uk.com » 33


result, TPO has grown to the extent that it now covers over 93% of estate agents and 60% of letting agents currently operating within the UK. Such growth would not have occurred if the TPO system was neither workable nor effective. Indeed, this substantial growth reflects the fact that TPO’s service is considered by both the property industry and its consumers as equally beneficial. Our industry now has the opportunity to embrace a similar change.


To read more news, log onto www.clearview-uk.com and join in our Forum discussions.


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