DGCOS mediation solves dispute for Planet
11th September 2012

Planet South Lakes’ membership of DGCOS has proved its worth recently, when the company found itself in dispute with a customer.

Julie Hodgson, Managing Director of Planet, explains: “We had installed a conservatory but the customer complained about some of the work and refused to pay the outstanding balance. Thankfully that doesn’t happen often, but we were keen to put things right so we offered to carry out remedial works. However the customer refused so we suggested that he contact DGCOS. It isn’t necessary to involve the Ombudsman from the start – the mediation service can often solve the problem before it gets that far. DGCOS sent out an independent inspector who identified what needed doing (which was what we had originally offered to do) and an agreement was reached with the customer that we should carry out the work.  The customer paid the balance and the problem was resolved. The mediation service DGCOS supplied was excellent. They took over a situation which had become difficult and as an independent third party they were able to take a detached point of view, taking away the emotional element which can take over when disagreements threaten to escalate. They brought the matter to a close quickly and professionally and everyone was happy with the result. There are many benefits with membership of DGCOS, but I’d recommend them to all reputable installers for the mediation service alone!”

“We usually find both consumers and members are happy,” comments Tony Pickup, DGCOS founder, “when DGCOS resolves problems before they become entrenched. And of course the inspection and mediation service is free to both parties.”

www.dgcos.org.uk