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 member also belongs to another Alternative Dispute Resolution (ADR) service through a trade association or other body, complaints may be referred to that service for independent adjudication.

📋Before you make a complaint

The scheme is here to help when a problem with a member cannot be sorted out between you or communication has broken down. It helps to know what the process can and cannot do before you start.

• Speak to the business first. Most problems are put right quickly once the member knows about them. Every member must have a complaint process which they have agreed to abide by, and you can ask them for a copy.
• Use your own words. You do not need to quote consumer law or use legal language. A clear, factual account of what was agreed, what happened and what you would like done to put it right is what helps most. Text produced by online tools and AI often quotes law that does not apply, and can make a complaint take longer to resolve.
• Our role. Our role is to ensure a member communicates and follows the complaints process. We can try and help both sides reach a fair outcome, but we cannot give legal advice or award compensation. If a complaint goes on to ADR, the Ombudsman makes that decision.
• What a fair outcome usually looks like. Most complaints are settled by the member putting the work right, finishing it, or agreeing a fair adjustment to the price. Not every problem leads to a refund or compensation.
• What Trading Standards check. The business and its owners have been checked and approved by Trading Standards. Trading Standards do not inspect individual jobs and are not a party to your contract with the member.

📝How the complaint process works

Once the member is aware of your complaint:

1. If the complaint remains unresolved, or communication has broken down, the consumer may contact Norfolk Trusted Trader using this complaint page and request assistance.
2. The information given on the complaint form becomes the formal record of the complaint, so please ensure all details are factually correct. Any changes or additional details not mentioned may lead to the complaint being closed.
3. Once submitted, it will be reviewed by the Trusted Trader complaints team for suitability within five working days. For example, more information may be requested, we may have a question, or the form may have been used for the wrong purpose.
4. When the complaint is accepted, it will be returned to the consumer as an Official Trusted Trader Complaint document, with any photos included, for the consumer to send to the member. This shows the member that the complaint has been formally logged and is being monitored by the scheme, and it is the record used if the complaint goes on to ADR or legal action. The complaints team will raise a formal complaints file, which will be used to capture any subsequent communications.
5. The member must be allowed up to 10 working days from the date they receive it to respond and offer a solution or resolution to the complaint.
6. The complaints team must be copied in on all email communications. Members and consumers must fully cooperate with requests for assistance relating directly to the complaint or dispute. Failure to do so may lead to disciplinary action against the member, or in the case of the consumer, the complaint or issue may be closed.
7. 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.
8. The consumer may accept or decline the deadlock offer. If declined, they can take their own action through the civil courts, or request that the case is referred to our free-for-consumers ADR (details of which will be in the letter).
9. 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.

✍️Starting a complaint

⚖️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.
• The Ombudsman can make awards of up to £10,000 in compensation in any single dispute. This is in addition to the purchase price of the goods/services that were bought.
• Trading Standards will decide and have final say if a complaint is eligible to go to ADR. Typically disputes under £300 or over £10,000 in value will not be put forward. Every dispute is examined on a case by case basis.

📮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.

If you are unhappy with the finding of the Ombudsman, then you still retain the right to take legal action against the trader through the courts. Advice on this process can be found from the Citizens Advice consumer helpline via www.citizensadvice.org.uk.

📮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 using the contact details given below: