Why use QASSS ADR?

3.59 days

Quarterly speed of dispute resolution

98.4%

Complaint resolution rate

28 days

from complaint to completion of remedial works

Why do companies need ADR?

We know from experience that complaints handling is critical to the home improvement sector. With the emergence of online platforms that support a consumer’s ability to comment on a company’s reputation, it is increasingly important for businesses to deal and correct a complaint, quickly and effectively.

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. Using an ADR service also takes the emotion out of the situation where disputes are resolved impartially based on facts. With in-depth sector knowledge and professional mediators, we provide industry leading fast resolutions (3.59 days on average) and, most importantly, protect consumers and the company reputations.

Additionally, we have been providing Remedial Works Management services for financial lenders, with an average resolution time of 28 days, from receipt of complaint and consumer contact through to organising an inspection and full completion of works.

  • Save time and resource. Referring disputes to an experienced ADR provider will realise operational efficiencies, free up customer care services and other internal resources.
  • Avoid going to court. Consumers will be less likely to bring court actions which are not only time-intensive and costly, but in the public domain.
  • Drive better outcomes for customers, avoid deadlocks and potential reputational damage.
  • Helps ensure fair, independent and impartial outcomes.
  • Improve conversion and retention. Stand out from competitors by demonstrating a clear commitment to high quality customer service.

To find out how we can help you, please contact us:

Benefits of working with us

In-depth expertise

Speed of service

We save you time and money

Bespoke solutions

Our ADR Officials

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.

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.