GGF launches ADR website
17th May 2016

The GGF has launched a dedicated website for The Glazing Arbitration Scheme (TGAS), The TGAS scheme complies with the EU Alternative Dispute Resolution Directive implemented 1st October 2015, and is the primary ADR Scheme for the glass and glazing industry.

Becoming a TGAS trader and listed on the TGAS website is free of charge for GGF member companies, and is also available free of charge to FENSA registered firms that wish to “opt in” to ADR.

TGAS is operated independently by a Chartered Trading Standards Institute Certified ADR body, the Centre for Effective Dispute Resolution (CEDR), Consumers will be signposted to TGAS by the Citizens Advice helpdesk which receives consumer enquiries regarding ADR. However, consumers will have had to go through the GGF Conciliation Scheme or FENSA complaint process for at least 56 days and still be in dispute before being able to progress to arbitration.

ADR is usually cheaper and quicker at resolving disputes than going to court. Whilst the Directive does not make the offering of ADR mandatory, there is the “business obligation” for all businesses who sell to consumers to comply with.

Brian Smith, GGF Director of Home Improvement, said: “After consultation and feedback from GGF Members and other companies in the industry, it was evident that an arbitration scheme was preferred to an ombudsman scheme. With arbitration like TGAS the consumer has to pay £100 to progress their dispute to arbitration, and the decision is binding on both trader and consumer.”

John Munton, Director of Dispute Resolution Services at CEDR, said: “Arbitration is the ideal dispute resolution method to provide both sides with an independent, swift and affordable answer when there is disagreement. CEDR is privileged to take on this important service ensuring, on the rare occasions that something does go wrong with a glazing service or product, that British consumers are treated fairly and that the reputation and good name of GGF Member companies and FENSA registered firms is retained”.

GGF Member companies are automatically entered into TGAS by belonging to the GGF Consumer Code of Practice.

www.tgas.org.uk

FENSA registered firms wishing to “opt in” are advised to contact FENSA direct using the tgas@fensa.org.uk email.