Conflict of Interests

All Dispute Resolution Officers (DROs) will strive to avoid any conflict of interest between the interests of the Organisation on the one hand, and personal, professional, and business interests on the other. This includes avoiding actual conflicts of interest as well as the perception of conflicts of interest.

The purpose of this policy is to protect the integrity of QASSS’s decision-making process, to enable our stakeholders to have confidence in our integrity, and to protect the integrity and reputation of staff.

Examples of conflicts of interest include:

  1. A member of staff who deals with a complaint against a member firm which once employed them.
  2. A member of staff who is friends (rather than just professionally amicable) or related to a member which is the subject of a complaint.
  3. A member of staff, or a staff member’s friend or family who has a financial interest in a company which is the subject of a complaint.

Upon appointment, each DRO will make a full, written disclosure of interests, such as relationships, and posts held, that could potentially result in a conflict of interest. This written disclosure will be kept on file and will be updated as appropriate.

Where a conflict of interest arises the Senior ADR Officials (SADROs) are to be notified. The complaint will then be re-allocated. A written log detailing each conflict of interest will be maintained by the SADROs and will be made available to the Competent Authority (CTSI) upon request.

This policy is meant to supplement good judgment, and staff should respect its spirit as well as its wording.

Date Adopted by Chief Executive Officer – 28th May 2018

Gain trust and reputation

Building on our heritage as a leading consumer protection and membership organisation in the home improvement sector, we are CTSI approved and have over 10 years’ experience helping businesses and consumers alike. We provide industry-leading expertise and continually work to improve services and standards across the sector.

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