Complaint and dispute resolution process

📌Overview

If a consumer is unhappy with any work carried out by a member of the scheme, they need to follow the complaints process detailed below. This is managed by Trusted Directory Services (TDS) and overseen by Trading Standards.

If the complaint cannot be resolved, it may be referred to the scheme's Alternative Dispute Resolution (ADR) service, which is provided by the Furniture and Home Improvement Ombudsman (FHIO), part of the Dispute Resolution Ombudsman (DRO).

However, if the trader is a member of another Alternative Dispute Resolution (ADR) service through a trade association or other body, complaints may be referred to that service for independent adjudication.

📝How the complaint process works

1. In the event of any dispute or complaint between a member and a consumer, both parties should try to resolve the issue directly.
2. If the complaint remains unresolved, or communication has broken down, either party may contact TDS with details of the complaint and request assistance.
3. The consumer must then request a copy of the member's complaint process.
4. Details of the complaint or issue need to be made in writing to the member, either by email or by letter. This document will form the basis of the complaint.
5. The member must be allowed up to 10 working days to respond and offer a solution or resolution to the complaint.
6. If no solution is deemed acceptable, or communication has broken down, either party can escalate to TDS.
7. TDS will review the complaint in full and respond to both parties within five working days, and where appropriate provide a recommendation to attempt to resolve the dispute.
8. Any dispute which cannot be resolved by informal means will be referred back to the member, who will send a final deadlock letter within 10 working days. This will set out their final position and any final offer.
9. The consumer may accept the deadlock offer, request that the case is referred to ADR (details of which will be in the letter), or take action through the civil courts.
10. Trading Standards will review any case referred to ADR to ensure it is suitable, that the complaints process has been followed correctly, and that informal mediation has been exhausted.

⚖️Alternative Dispute Resolution (ADR)

• Trusted Trader members have agreed to handle disputes through the Trusted Trader ADR service and will cooperate with the ADR process.
• Disputes referred to ADR will be dealt with according to its procedures. More information can be found at the Trusted Trader Alternative Dispute Resolution Service. ADR is a quicker and free alternative to court, where consumers and businesses can resolve their disputes.
• ADR decisions are binding on members but not on consumers.
• Use of the FHIO ADR service is included in Trusted Trader membership and is free for consumers.
• If at any time an independent expert is needed, for example for an inspection or testing, agreement will be sought from both parties on how it is arranged, including payment.
• The ADR process may not be used for contracts entered into before the member firm gained full membership of the scheme.

🤝Responding to a complaint

• TDS will make sure every complaint and dispute is investigated impartially.
• Members and consumers must fully cooperate with requests for assistance relating directly to the complaint or dispute.
• Please keep all responses professional and factual.
• If attempts at mediation prove unsuccessful, the case will be reviewed by Trading Standards, who may then instruct escalation to ADR. This will lead to a binding decision for the member.

📮If you are unhappy with a decision

If you are unhappy with the service provided by the Ombudsman, please raise it with the FHIO directly. Once the Ombudsman has made a final decision there is no appeals process, and they can only consider complaints about the level of service provided, not the decision itself.

📮Complaints concerning the Norfolk Trusted Trader scheme

If you are unhappy with how a Trusted Trader complaint has been handled or any aspect of the Norfolk Trusted Trader scheme that falls outside of the scope of Section 9 of the Code of Practice, please address the complaint in writing to the address given below: