Archive | November, 2011

The Glazing Ombudsman

11 Nov

Many of us are familiar with the term “Ombudsman”, and there  are many industries that have an Ombudsman to resolve disputes.  We want to let you know about the new service for the glazing industry.

The Glazing Ombudsman

Consumer protection and disputes. FENSA with The Glazing Ombudsman

The Glazing Ombudsman covers the installation of replacement windows and doors, conservatories and roofline products. It uses the services of The Property Ombudsman to provide the Ombudsman facility. The Property Ombudsman is a member of the British and Irish Ombudsman Association (BIOA).  The Ombudsman is totally independent of contractors and installers members and reports directly to the Glazing Ombudsmen Council which retains a majority of non industry members.

All this means that The Glazing Ombudsmen provides a fair and impartial service for dealing with unresolved disputes between customers and members.


If you are an installer….                                                                

Companies must register to join TGO and as a member, they must follow the Code of Practice set out by TGO. Companies must also provide customers with Deposit and Work in Progress Insurance, if a deposit is paid.

The Glazing Ombudsmen (TGO) is a no frills straightforward scheme for installers and is owned by its members (TGO is a mutual company).

If you wish to join TGO then please visit the website


If you are a consumer… 

For consumers the service is FREE, providing you have used an installer who is registered with The Glazing Ombudsman (TGO). You can be confident that if there are any issues with the work carried out that there is an effective body to approach to help resolve the issue.

The process to complain to the Ombudsman is simple and hassle-free, and awards compensation to the consumer when appropriate.

Consumer protection

We all want ways to make our lives a little easier and opting for companies that are members of TGO does just that. TGO registration makes it clear to the consumer that the company will operate to a standard of service (detailed in the Code of Practice), and if there are any disputes, that there is an internal complaints procedure. If the dispute is still unresolved, it can then be referred to the Ombudsmen.

When you choose a company for your new windows or doors, look for the logo and check if they are part of The Glazing Ombudsman Scheme…