Ombudsman Services to provide complaints handling scheme for glazing companies
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.
Ombudsman Services takes up the role on 1 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.
Commenting on the news, Chief Ombudsman Lewis Shand Smith said: “We are delighted to be working in the glazing industry through the GGF. We look forward to helping glazing companies further improve their customer service models, as well as offering customers our free and impartial resolution service should they encounter a problem with glazing products or services.”
Ombudsman Services is an alternative dispute resolution scheme set up for consumers to turn to when they have complained to a company and either they 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.
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