1. home and garden
2. home improvement and repair
3. roofing

Accreditation
Process
(all members must pass!)
Helping thousands
of consumers...
HIES & DGCOS are organisations both under the jurisdiction of the
same Ombudsman providing the same level of consumer protection
but in different industries. Below are some examples of how
consumers are protected...
All Accredited Installers must, as a minimum:
Undergo a five point credit and background history check on the proprietors/directors which includes
multiple phoenix checks, credit scores, CCJ checks and similar trading name checks.
Provide HIES administrators with a minimum of 10 customer references (of installations carried out within
last 12 months) who can be independently approached for quality assurance purposes.
Provide HIES administrators with a minimum of 3 supplier references who can be independently
approached for quality assurance purposes.
Provide HIES administrators with a copy of their current Health and Safety Policy.
Mr & Mrs Cooper
Andrew Gledhill
Anthony Kent
I am staggered by the speedy
We experienced problems with our
I am very pleased with the service we
response by the DGCOS. I cannot
conservatory roof and there was
have received from DGCOS. They
praise highly enough the efforts of
dampness showing on the wall. The
have been extremely helpful and have
DGCOS in coming up with a solution
person at DGCOS was very helpful
taken the initiative and not left me
Provide every customer with a Written Guarantee
to a complex problem. If it wasn’t for
and really understood our situation. It’s
in the lurch. It’s very reassuring that
the efforts of the DGCOS I would
great to know that there is someone
DGCOS exists to help the general
Provide every customer with Deposit Protection Insurance (where a deposit has been taken)
have had to pay £1000s to rectify
you can turn to in the event of a
public in the event of a problem. I can
what was a major problem with my
problem. It just gives me the peace of
only sing the praises of DGCOS and
conservatory. DGCOS did more than
mind that there are organisations out
would recommend consumers ask
we could have ever expected and
there like DGCOS that are on your side
their installer if they are a member of
we are eternally grateful to DGCOS
and want to help.
DGCOS. It just gives you the security
for all the help and assistance we
Anthony Kent
and fallback if a company goes out of
Carry minimum insurances of a) £5m Public Liability b) £10m Employers Liability
Provide every customer with a Written Contract (to include Terms and Conditions)
Provide every customer with an Insurance Backed Guarantee
Allow HIES Inspectors to inspect any installation deemed necessary
Allow HIES to send every customer a Satisfaction Questionnaire
Submit to the legal jurisdiction of HIES and the Ombudsman (in cases of dispute).
have received. I would recommend
business.
everybody use a DGCOS member
Andrew Gledhill
then if you are, like me left with
problems you have someone on your
Ongoing Vetting
side to help you.
Gordon Cooper
The person at DGCOS was very helpful and really understood
our situation. It’s great to know that there is someone you can
turn to in the event of a problem.
Every customer is automatically sent a Satisfaction Questionnaire and pre-paid envelope
These replies are entered into the HIES performance system and results are monitored
Minimum standards are set in each category and alerts are set off when ratings fall below minimum standards
These scores will be available to view by the installer with comparisons of performance against the whole
membership
West One, 114 Wellington Street, Leeds,
West Yorkshire, LS1 1BA
T: 0844 324 5242
F: 0844 324 5243
System automatically picks up low scores and identifies relevant salespeople and failing fitting teams etc
E: [email protected]
Annual review of credit checks and public/employer liability insurances and other relevant documents.
www.hiesscheme.org.uk
Why you
should
always use a
HIES
member
The Home Insulation & Energy Systems Quality Assured Contractors Scheme is a not for profit organisation. Registered in England No. 07972075
Solar PV & Thermal
Air & Ground Source Heat Pumps
Cavity Wall & Loft Insulation
All Types of Boilers (including Biomass)
All 45 Green Deal measures
OS
.
n
ss
,
o
er
the
e
me
ed
Protect Your
Investment
By Using A HIES
Installer
What is HIES?
HIES (The Home Insulation and Energy
Systems Contractors Scheme) is a
consumer protection organisation.
HIES ensures consumers are protected
WHO
IS THE
OMBUDSMAN
when using
HIES Accredited
Members. &
WHAT
DOESreceive,
HE DO?
All consumers
free of charge:
Consumer
Protection
At Its Best!
Fully Vetted and Accredited Installers
The Benefits to Consumers ofFree
Using
DGCOS
Member:
Advice a
Line:
0800 505 3412
The Ombudsman oversees the handling of complaints and
disputes resulting from breaches of contract, professional
negligence, misconduct•or poor
service
member
firms. and
Access
tobyfully
vetted
What You Will Receive When Placing
an order with a HIES Member?
Once you have signed a contract with a HIES member,
• Stage payments protected
Free Stage Payment Protection
HIES.
Free Insurance Backed Guarantee (for every customer)
HIES will then post to you:-
Free Mediation (to help fully resolve any disputes)
Radiant Heating
Replacement Glazing
Roof Insulation
Room In Roof Insulation
Placing
your order
with
Sealing Improvements
(Including
Duct
Free Arbitration (to provide a legally binding, enforceable resolution)
Customer
Real consumer protection unmatched
infirmthe
industry
if the
refuses
to help you or goes out of business), free access to industry
Secondary Glazing
Solar Blinds, Shutters And Shading
Devices
current membership please
To
Solarverify
Photovoltaics
Solar Water Heating
Transpired Solar Collectors
or visit
Under-Floor Heating
Under-Floor Insulation
Variable Speed Drives For Fans And
Pumps
Warm-Air Units
Waste Water Heat Recovery Devices
Attached To Showers
Water Source Heat Pumps
0844 324 9090
call:
inspectors, professional mediators and – if you’re unsatisfied – a highly
regarded Ombudsman who can settle your dispute with the power of the
law behind him. There are lots of confusing trade association logos in
www.dgcos.org.uk
the building and home improvement sectors, but few offer complete
consumer protection. HIES is the real deal. And you don’t pay extra
for the safeguards.
Nick Ross
Installer / Member
Company Name
Installation Details
tory
Type:- Conserva
on:Address of Installati, Town, County, Postcode
Address 1, Address2
Date:- 01
Registration Start
Details
OR Contact:
March 2010
a current member
you are using
e confirms that
) for your
This Certificat
Scheme (DGCOS
with DGCOS.
e Ombudsman
now registered
tory Quality Assuranc
Your details are
Glazing & Conserva under this scheme.
complaints about
of The Double
now have protection
to oversee any
period of
installation. You
allows DGCOS
for the whole
in place which
n process AND
during the
a mechanism
the installatio
work required
that you have
your order, throughany remedial or warranty
It also confirms
place
you
ensure
the date
your order from
includes helping
.
guarantee. This out to professional standards
can then
the warranty/
e is carried
to DGCOS, who
by
right to complain where deemed necessary
period of guarante
you have the
ns
or complaint,
site inspectio
directly to The
event of a dispute Mediation (possibly including you may refer the dispute
or
In the unlikely
the matter,
on and/
not conclude
initially offer Conciliati
Should this processand possibly Arbitration.
cy or
tion
DGCOS Officers).
istration, inefficien
for further investiga
standards, maladmin . A full set of
Ombudsman
promises
of professional
te any breaches its guarantees and remedial
can investiga
an
honours
The Ombudsm order that the member
on request.
and
n leaflets is available
undue delay,
and informatio
procedural rules
the installer. This to trade.
Guarantee
guarantee by
ceases
Insurance Backed
will be sent a
case the installer
installation you
Association in
of the above
ent Warranty
ry completion
by the Independ
On satisfacto
be underwritten
please call:
guarantee will
any of the above
Dear Mr Test
Registratio
0800 505 3412
n
(freephone)
tion about
cos.org.uk
For more informa 3-8975 or visit: www.dg
Tel: 0845-05
Mr Test
Address 1
Address 2
Town
County
Postcode
00/000A
Installation Ref:-
Richard Christie
CHRISTIE
RICHARD
Details
E OFFICER
Installer / Member
CHIEF EXECUTIV
& Energy Systems
Scheme
Company Name Home Insulation
Assured Contractors
Installation Details
tory
Type:- Conserva
Quality
on:Address of Installati, Town, County, Postcode
Address 1, Address2
Registration Start
Date:- 01 March
2010
5860672
.uk.
in England No.
Scheme. Registered
.uk, W: www.dgcos.org
Ombudsman
E: [email protected]
Quality Assurance 8975, F: 0845 053 8972,
& Conservatory
0845 053
The Double Glazing Manchester, M3 3WR, T:
129 Deansgate,
OR
Centurion House,
a current member
you are using
e confirms that
) for your
This Certificat
Scheme (DGCOS
with DGCOS.
e Ombudsman
now registered
tory Quality Assuranc
Your details are
Glazing & Conserva under this scheme.
complaints about
of The Double
now have protection
to oversee any
period of
installation. You
allows DGCOS
for the whole
in place which
n process AND
during the
a mechanism
through the installatioor warranty work required
that you have
order,
confirms
your
It also
place
ensure any remedial
the date you
your order from
includes helping
.
guarantee. This out to professional standards
can then
the warranty/
DGCOS, who
e is carried
y by
to complain to
period of guarante
deemed necessar
have the right
to The
complaint, you including site inspections where
dispute directly
of a dispute or
the
event
refer
(possibly
may
In the unlikely
the matter, you
on and/ or Mediation
not conclude
initially offer Conciliati
Should this processand possibly Arbitration.
cy or
tion
DGCOS Officers).
istration, inefficien
for further investiga
standards, maladmin . A full set of
Ombudsman
promises
of professional
te any breaches its guarantees and remedial
an can investiga
The Ombudsm order that the member honours
on request.
and
n leaflets is available
undue delay,
and informatio
rules
al
procedur
the installer. This to trade.
Guarantee
a guarantee by
ceases
sent
Insurance Backed
be
will
installer
case the
installation you
Association in
of the above
ent Warranty
ry completion
by the Independ
On satisfacto
call:
be underwritten
above please
guarantee will
Dear Mr Test
[email protected]
of the
tion about any
cos.org.uk
For more informa 3-8975 or visit: www.dg
Tel: 0845-05
Richard Christie
BUSINESS REPLY
SERVICE
Licence No. NWW6553
RICHARD CHRISTIE
E OFFICER
CHIEF EXECUTIV
& Energy Systems
Home Insulation
Contractors Scheme
Quality Assured
Centurion
5860672
.uk.
in England No.
Scheme. Registered
.uk, W: www.dgcos.org
Ombudsman
E: [email protected]
Quality Assurance 8975, F: 0845 053 8972,
& Conservatory
0845 053
The Double Glazing Manchester, M3 3WR, T:
House, 129 Deansgate,
HIES Scheme Support
Services
Freepost Licence
No NWW6553
West One
If you don’t receive your
documentation within
5 working days then call:-
114 Wellington Street
Leeds
West Yorkshire
LS1 1BA
NOTE:
If you are not registered within 5 days of you
placing your order please contact HIES to ensure
you are registered and receive protection.
0800 505 3412
(freephone)
(Former BBC Watchdog and Crimewatch presenter).
Why I Strongly recommend using a DGCOS Member....
* NOTE: The scheme does not cover supply only contracts (for example where the customer has arranged their own fitting team for the installation). Commercial IBG policies are
3. Enter your Postcode
n
(to ensure we police quality and customer feedback)
Customer
With HIES you get accredited installers, independently backed guarantees (even
Registratio
Mr Test
Address 1
Address 2
Town
County
Postcode
00/000A
Installation Ref:-
All members installing ‘FITs’ generated products will be MCS & REAL registered
a DGCOS member gives you:
2. Enter your Surname
Customer Survey & pre-paid envelope
Free access to Compensation Fund (to honour all Ombudsman Awards)
Sealing)
1. Go to www.hiesscheme.org.uk/jobfinder
Documents protecting your guarantee
Free access to Ombudsman (to conclude disputes without incurring legal fees or costs)
Why I Strongly recommend
using a HIES Member....
Follow these three simple steps:
Documents protecting your deposit
• Ombudsman decisions legally binding on both parties under Arbitration Act 1996
Check You Are
Registered with HIES!
Customer Registration Certificate
every customer
Free Independent Inspections (providing a thorough defect analysis report)
• Compensation Fund (protects all parties)
(HIES Ambassador)
the installer should register your details online with
regulated installers
The Ombudsman is Ronald Barham, LLM, PhD, FCIArb.; a
Ronald Barham
freeman of the City of London
and an experienced
arbitrator.
Ronald Barham
• Insurance
Backed
Guarantee for
He
been a dispute resolution practitioner for most of his professional career
Thehas
Ombudsman
HIES Members are some of the highest
and, for over 25 years, has also served as •
a member
tribunal judiciary
Free of
mediation
(for and
all parties)
quality
installers
in the UK. is Ronald Barham,
The
QA
Ombudsman
LLM,
chairman
of aPhD,
statutory tribunal. Prior to his specialising in dispute resolution, he
was inand
general
consulting
engineer(for
[being,
The scheme’s
ambassador
is Nick
Rossof London
• and
Free
inspections
all parties)
FCIArb.;
a freeman
of the
City
an practice as a chartered surveyor
(ex BBC Watchdog and Crimewatch
then,
a
Fellow
of
the
Royal
Institution
of
Chartered
Surveyors,
the
Chartered
experienced
arbitrator. He has been a dispute resolution
presenter).
Institute of Building and the Architects & Surveyors
Institute].
• Free
arbitration (for all parties)
Hot Water Taps
Cylinder Thermostats
Internal Wall Insulation Systems (For
Draught Proofing
The Ombudsman
oversees
the
handling
of Walls)
complaints and
External
Duct Insulation
Lighting
Fittings And
External
disputes
resulting
from Systems
breaches of contract,Systems,
professional
Wall Insulation
Controls
(Including
Rooflights, Lamps
Fan-Assisted
Storage Heaters
negligence,
misconduct
or poor service
member firms.
Andby
Luminaires)
Flue Gas Heat Recovery Devices
Loft Or Rafter
Insulation
The Ombudsman
services are free of charge
to both
the(Including
Gas-Fired Condensing Boilers
Loft Hatch Insulation)
installer
andSource
consumer
and are completely
independent
Ground
Heat Pumps
Mechanical Ventilation With Heat
Heating
Controls
(Forsubscribe
Wet Central to the scheme.
Recovery Systems
of the
members
that
Heating System And Warm Air System)
Micro Combined Heat And Power
Heating Ventilation And Air Micro Wind Generation
Conditioning Controls (Including
Oil-Fired Condensing Boilers
Zoning Controls)
Pipework Insulation
Nick Ross
Free Deposit Protection
The Ombudsman service is free of charge to both the
protected
installer and consumer•andDeposits
is completely
independent of
the members that subscribe to the scheme.
practitioner for most of his professional career and, for
over 25 years, has also served as a member of tribunal
*
Products
HIES Scheme
Protects:
judiciary
and chairman
of a statutory
tribunal. Prior to
Air Source Heat
his specialising
inPumps
dispute resolution, High
he was
in general
Performance
External Doors
Biomass
Boilers
Hot
Water
Controls
(Including Timers
practice as a chartered surveyor and consulting engineer
And Temperature Control)
Biomass Room Heaters (With
[being,
then, a Fellow of the Royal Institution
of Chartered
Hot Water Cylinder
Insulation
Radiators)
Surveyors,
theInsulation
Chartered Institute of Building
and the
Hot Water Showers
Cavity Wall
Hot Water Systems
Chillers& Surveyors Institute].
Architects
I think it’s vitally important that
consumers protect themselves.
Benefits to Consumers (only when using a HIES Member):
Who is the Ombudsman &
What does he do?
deposit protection insurance, and insurance
backed guarantee and free dispute
resolution in case any problems occur.
available on application from CPI Ltd. Tel: 0845 634 3771
Check
You Are
Protected!
Real consumer
protection
unmatched in the
industry
With DGCOS you get accredited installers, independently backed
1.
Insurance
Certificate Number:
To verify your• installer is currently a member please call:
company Itd
AZ/00/
AZ/12345678
Deposit Protection for contracts upto £200,000
0800 505 3412
Underwritten by Elite Insurance Company Limited
Deposit Protection for contracts upto £200,000
Bathrooms
Bedrooms
CarPorts
Bathrooms
Bedrooms
Cladding
CarPorts
Conservatories
Cladding
Double
Glazed Doors
Conservatories
Double
Glazed
Windows
Double
Glazed
Doors
Double Glazed Windows
Extensions
Fascias
Roofline
Roof & Wall Coatings
or visit
Garage Conversions
Soffits
Extensions
Roof & Wall Coatings Solar Systems
Fascias Garage Doors
Garage Conversions
Kitchens
Water Purification Systems
Garage Doors
Loft Conversions Solar Systems
Wooden Outbuildings
Kitchens
Roofing
Wooden Outbuildings
Loft Conversions
This is to certify that providing the deposit is paid (max £50,000 or 25% of contract value whichever is the lesser) and
This
is to certify
that providing
the deposit
paid have
(max been
£50,000
25%
of contract
whichever
is the lesser)
providing
the terms
and conditions
set outisbelow
met,or
the
deposit
paid, is value
insured
by this certificate
up to aand
providing
theofterms
and conditions set out below have been met,
Maximum
£50,000.
Maximum of £50,000.
(freephone)
CUSTOMER NAME ......................................................................... SUPPLIER'S NAME ............................................................ .
CUSTOMER
NAME
Mrs Susan Smith
SUPPLIER’S NAME
Carter Glass
DEPOSIT PAID
£ ...........................................
(MAX 25% or £50,000 whichever is the lesser) DATE PAID ..................................... .
CONTRACT
VALUE
(MAX £200,000)
DEPOSIT PAID/CONTRACT SIGNED 6th December 2010
CONTRACT
VALUE £ £160,000
........................................
(MAX £200,000)
1.
DEPOSIT PAID
£40,000 (MAX 25% or £50,000 whichever is the lesser)
DEPOSIT PROTECTION TERMS AND CONDITIONS
DEPOSIT PROTECTION TERMS AND CONDITIONS
Certificate Number:
The Deposit Protection Cover period shall expire 90 days after the date of payment of the deposit or upon completion of
Insurance
the contract whichever is the earlier. The period may be extended by written request to IWA, any extension granted will
The
Deposit Protection Cover period shall expire 90 days after the date of payment of the deposit or upon completion of
company
be givenItd
in writing.
the contract whichever is theAZ/00/
earlier. The period may be extended by written request to IWA, any extension granted will
be given
writing.
In theinevent
of the supplier ceasing to trade prior to the completion of the contract, and within the 90 day period (or
•
longer if extension has been granted in writing) the Insurers will arrange for the completion of the contract by an IWA
"authorised"
company
orceasing
at their discretion
may to
refund
the deposit.ofThe
to Youand
will within
be no greater
thanperiod
the (or
In the
event of the
supplier
to trade prior
the completion
thecost
contract,
the 90 day
AZ/12345678
outstanding balance (the outstanding
balance is the difference between the original total contract price and the Deposit
longer
if extension
been granted
inthe
writing)
the value).No
Insurers will
arrange
foraccepted
the completion
of the
bycarried
an IWAout
payment
upto a has
maximum
of 25% of
contract
liability
will be
by Insurers
forcontract
any works
“authorised” company or at their discretion may refund the deposit. The cost to You will be no greater than the
www.hiesscheme.org.uk