On the 1st August 2018, QA Scheme Support Services Ltd (QASSS) received official approval as a consumer Alternative Dispute Resolution (ADR) body. QASSS Ltd provides various services for the following consumer protection schemes:
• The Double Glazing and Conservatory Quality Assurance Ombudsman Scheme (DGCOS)
• The Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES)
• The Home Improvement Consumer Protection Scheme (HICS)
• The Mobility and Accessibility Consumer Protection Scheme (MAPS)
Adrian Simpson, Assistant Director of Consumer Policy at all of the schemes listed above commented: “I’m really proud of QASSS Ltd getting ADR approval, alongside our HIES CTSI approved code of practice this shows that our dispute resolution service is of the very highest quality.”
What does ADR approval mean?
ADR is a simple, fast, low-cost or free method for consumers to resolve issues with traders.
For QASSS it shows that our processes have been examined by the ‘competent body’ which is the Chartered Trading Standards Institute (CTSI) and deemed to have complied with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. We will still have ongoing obligations to provide CTSI with information and we are audited on a yearly basis. Click here to view CTSI's guidance on the application process.
What sort of dispute resolution does QASSS carry out?
All the consumer protection supported by QASSS provide consumers with access to free dispute resolution services. This consists of free advice, free mediation and free assistance for the consumer and the trader and, if necessary, referral to a third-party Ombudsman if the consumer is still unhappy with the outcome of their dispute resolution. We can also undertake technical inspections using qualified experts, which again is at no cost to the consumer and the trader. We view each case on each own individual merits, impartially discuss and assess always aiming for the fairest result.
Our dispute resolution team is overseen by two senior managers who have nearly 40 years of dispute resolution experience.
Will this change anything for consumers or scheme members?
No. Consumers will still have access to high quality, speedy dispute resolution. Members will not need to change any processes but should make sure that they are referring consumers to us (or the scheme) when they reach a ‘deadlock’ with consumer complaints.
Where can I find out more?
You can find out more by visiting: www.qasss.co.uk
Have a question?
Call us on 0345 053 8975
Or send an email to [email protected]