Why use QASSS Alternative Dispute Resolution?

4.4 days

Average speed of dispute resolution


Disputes resolved in-house

28 days

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. Click to find out more about your legal obligations.

With in-depth sector knowledge and professional mediators, we provide award-winning fast resolutions (3.59 days on average) and, most importantly, protect consumers and company reputations.

  • 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

To discuss how we can help your business save time and money with our ADR services, contact us today

Benefits of working with us

In-depth expertise

Speed of service

We save you time and money

Bespoke solutions

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.

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.

Get in touch today to find out more about how we can help your business with industry-leading Alternative Dispute Resolution

What are the benefits of QASSS ADR?

QASSS Remedial Works Management

It’s fast

In 2019, QASSS speed of resolution is 3.59 days compared to the UK average ADR resolution of 80 days.
Alternative Dispute Resolution Process

It’s financially advantageous

We resolve over 99% of disputes without referral to Ombudsman or the need for court proceedings, saving time and money.
Alternative Dispute Resolution Process

It’s fair

Alternative Dispute Resolution uses expert impartial mediators to find a resolution based on facts and who can take the emotion out of the situation between the parties.
Alternative Dispute Resolution Process

It’s flexible

The outcome of Alternative Dispute Resolution and how it applies to strict rules of law is often relatively flexible meaning that it could achieve results that a court could not order.
Alternative Dispute Resolution Process

It’s free for consumers

We believe that customers should have access to free ADR and therefore provide customers with free mediation, free Independent Inspections to assist with installation or product malfunctions (at our discretion) and free access to an independent Ombudsman.

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.

Contact us to see how we can help your business.