Alternative Dispute Resolution
Industry-leading speed and sector expertise
At QASSS, we provide CTSI approved, award-winning alternative dispute resolution services (ADR) for the home improvement and renewable energy sectors. We are industry-leading with an average resolution time of 3.59 days (compared to the UK average of 80 days), so you can be confident that your customers and company reputation are in safe hands.
Our ADR service enables all parties to take advantage of a cost-effective, fast and confidential service. Building on our heritage as a consumer protection organisation in the home improvement and renewable energy sectors, our Dispute Resolution Officers also offer in-depth technical expertise alongside a sector specialist knowledge hub.
For business, we offer a wide range of options ranging from ADR subscription services, white-label branded options for trade organisations and per case options. We have also just launched a new product, ‘Dispute Assist’, which has been designed to help businesses by offering dispute resolution at a nominal price that is also cashflow neutral.
Why use QASSS Alternative Dispute Resolution?
Average speed of dispute resolution
Disputes resolved in-house
From complaint to completion of remedial works
Why do companies need Alternative Dispute Resolution?
At QASSS, we understand that complaints, if not dealt with, can lead to costly and lengthy court proceedings as well as being a drain on internal resources. ADR is considerably cheaper and also confidential so not in the public domain.
Using an ADR service takes the emotion out of the situation as disputes are resolved impartially and based on facts. It also helps prevent louder negative conversations on social media and protects brand reputation.
Businesses have an obligation to signpost consumers to a competent Alternative Dispute Resolution provider and tell them whether or not they are prepared to use the ADR provider to deal with the dispute. In certain sectors, ADR is a mandatory requirement. To find out more about your legal obligations, click here.
- Save time and resource. Referring disputes to an experienced ADR provider will realise operational efficiencies, free up customer care services and other internal resources.
- Save costs, stress and avoid going to court. Consumers will be less likely to bring legal proceedings which are not only time-intensive, stressful and costly, but also in the public domain.
- Reach a quicker decision. ADR is usually quicker than lengthy court proceedings. At QASSS, we have an average resolution time of just 3.59 days.
- Drive better outcomes for customers, avoid deadlocks and potential reputational damage.
- Ensure fairness and independence by using ADR officials who will act with impartiality when resolving disputes.
- Improve conversion and retention. Stand out from competitors by demonstrating a clear commitment to high quality customer service.
Watch our latest video to find out why companies need ADR
Benefits of working with us
What is Alternative Dispute Resolution (ADR)?
Alternative Dispute Resolution (ADR) is a service that is used to resolve disputes between customers and businesses, with the intention to resolve a dispute to avoid the need to go to court. To find out more about ADR and how we work, click here.
At QASSS, we use mediation and conciliation to help a customer and business resolve a dispute by finding a fair resolution (in the form of a compromise agreement) which satisfies both parties. Our trained Dispute Resolution Officers are impartial and will look for the fairest and most reasonable outcome and propose that solution to both parties. To find out more about how mediation works, click here for a behind the scenes overview of a day in the life of a mediator.
About our Dispute Resolution Officers
Our team of Alternative Dispute Resolution officers are friendly, approachable and down-to-earth. They have a wealth of experience in complaint handling and dispute resolution.
They are trained to listen and to provide a firm and fair helping hand to consumers and service providers. They help to get the complaint resolved as quickly as possible with the most appropriate outcome that satisfies both parties. They also work closely with companies to provide one-to-one support and industry-wide advice; this helps to improve the way services are delivered and complaints are handled.
What are the benefits of QASSS ADR?
We have worked with QASSS now for sometime and they have consistently proven themselves to be a highly professional service when liaising with our clients. We would certainly recommend QASSS to any installer / large scale sales organisation who is looking to add a touch of professionalism and finesse to their business.
Special thanks to Tracy, Laura & Alan for all their hard work!
I would just like to say how well Tracey has dealt with our complaint, she has been so helpful, and friendly and has kept us very informed at all times.
She is a real asset to the company.
Having QASSS working alongside our head office team will have a huge impact on the customer services department. Laura and the team have been fantastic in helping with the transition and ensuring they are familiar with our working procedures, protocols and, of course, our products. Welcome to the EEC team.
QASSS have provided an invaluable service to not just ourselves but to our consumers, which has helped to resolve issues very quickly which otherwise could have been long, protracted and incurring unnecessary costs for both parties. Thank you for the continued support you provide us.
We continue to use the QASSS relationship to enhance our customer experience. We are now working with QASSS to handle customer resolutions more seamlessly, using their complaint handling expertise to resolve complaints fairly and quickly and ensure corrective actions are implemented.
On many occasions in the past your service has provided invaluable assistance to resolve even the most difficult complaints by taking a common-sense approach and a determination to establish the facts. Thank you for everything that you do, and long may your service continue.
As a company we have only required mediation a small amount of times since becoming a member and found that they have a very fair, independent approach to this, not siding with either the customer or the company; just direct mediation, without emotion, drawing the line based on facts of the contractual agreement. All in all, it has given our customers the confidence to spend more money and given us as a company more confidence to engage with larger contracts, knowing we have the independent service sitting between both parties.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
The benefit from a business point of view is the impartial focus given by the officer that interacts with both parties, normally we as the supplier have exhausted all avenues to bring the situation to a satisfactory end, the input and advice given can be hard to swallow but is normally fair and reasonable and will be accepted by both parties prior to any outcome being finalised.
The individual managers and DRO’s have an in-depth knowledge of not only consumer law and regulations, but the industries they serve as well. I have always found their involvement thorough, professional and innately fair.
A Trusted Partner
QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.