Norfolk Alternative Dispute Resolution
The Norfolk Trusted Trader scheme now uses the Furniture and Home Improvement Ombudsman (FHIO), which is part of the Dispute Resolution Ombudsman (DRO), as its independent dispute resolution provider.
If a consumer has raised a complaint about a member with the Norfolk Trusted Trader scheme, and the issue has not been able to be settled, the case may be referred to the FHIO. The final decision on referral always rests with the local Trading Standards team, who review each case individually. Reasons for not referring may include, but are not limited to, the issue being deemed too small or the business having ceased trading.
If an issue is referred to the Ombudsman, their consumer engagement policy, set out below, explains how the process works, what you can expect from them and what they expect from you.
Our promise
We are committed to providing a simple, impartial service and resolving your complaint as efficiently and fairly as possible. However, we must balance this with ensuring that every case receives the time and attention it deserves to reach the correct outcome.
This policy outlines the steps we follow, what you can expect from us, and what we expect from you during the process.
Our complaint process
Our simple process makes it easier than ever to raise a complaint about a business.
- Submit details of your complaint about the business.*
- We will check your complaint to see if we can help. If not, we will explain why and suggest next steps.
- If we can help, we will ask the business for their response and assign an Ombudsman to the case.
- The Ombudsman will review all the evidence and may ask for more information from both sides.
- We try to help both parties reach an agreement through mediation. If that fails, the Ombudsman makes a final decision.
- We will share our findings with both parties and close the case.
*Before raising a complaint with us, please allow the business 12 weeks to put things right, unless you receive a deadlock letter from them sooner.
Timescales
We aim to close all cases within 90 days. Complex cases may take longer, but we will keep you updated.
We ask businesses to respond within 14 days.
If a business takes longer, we will continue to chase them but will try to wait for their response to ensure we have a complete case file. We appreciate any delays at this stage can be frustrating, but must stress that it is in all parties' interests to ensure we have a complete case file before making a decision.
You will receive an automated message from our case portal confirming when we have received the business's response. This marks the start of our process.
Internal service standards
We aim to respond to all communications within 14 days.
Due to high volumes of calls and emails, we kindly ask that you do not chase us before this time.
We will keep you informed, but as our response times rely on a number of factors, we appreciate your patience if there are any delays.
What you can expect from us
- Clear communication: we will keep you updated throughout the process.
- Impartiality: our service is independent and fair.
- Evidence based decisions: we will make decisions based on all the information and evidence provided.
- Professionalism: our team will treat you with courtesy and respect.
- No appeals mechanism: once a final decision is made, there is no appeals process. We can only consider complaints regarding the level of service provided, not the decision itself.
What we expect from you
- Be courteous and respectful: we appreciate kindness and consideration when interacting with our team.
- Share relevant information: providing supporting evidence helps us understand and address your case effectively.
- Work with us: collaboration ensures a smoother process and the best possible outcome for your case.
- Make fair and manageable requests: we do our best to assist, and reasonable requests help us provide a fair service to everyone.
- Understand our role: we will always explain what we can and cannot investigate, and we appreciate your understanding.
- Keep requests focused: staying on topic helps us address your concerns more efficiently.
- Be clear and consistent: a well structured complaint makes it easier for us to assist you effectively.
- Accept final decisions: once a case is closed, you are welcome to explore other available options if you wish to take your complaint further.
Zero tolerance policy
We have a zero tolerance policy for the following behaviours:
- Abusive language: using offensive, insulting or threatening words in any form of communication.
- Personal attacks: making derogatory or demeaning comments about staff members, including name calling or character insults, such as questioning their qualifications or skills.
- Discriminatory remarks: any form of racism, sexism, homophobia or other prejudiced behaviour.
- Physical threats or violence: any form of intimidation, aggressive behaviour or actual physical harm.
- Harassment or bullying: repeatedly targeting staff with unwarranted complaints, excessive demands or intrusive questioning.
- Unwanted contact: persistently contacting staff outside of appropriate channels, including personal social media or private phone numbers.
- Deliberate misinformation: knowingly providing false information or misleading statements to manipulate the process.
- Disruptive behaviour: intentionally obstructing or interfering with the investigation or decision making process.
Contact Details
FHIO contact details along with a case reference number will be provided to you if your complaint escalation is approved by Trading Standards. If you have any questions about the ADR process, please email complaints@trustedtrader.team
Visit the FHIO website for more information about the ombudsman.