Alternative Dispute Resolution

Background to ADR

Businesses have an obligation to signpost consumers to a competent Alternative Dispute Resolution (ADR) 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.

According to the Citizens Advice Bureaux (CAB), the highest number of complaints received in the last 12 months – 101,995 were in the ‘House Fittings & Appliances’ category (which includes energy and heating/renewables, furniture, home maintenance, home improvement and glazing).

Following the Department for Business, Energy and Industrial Strategy (BEIS) Green Paper in April 2018, ‘Modernising Consumer Markets’, the Government’s forthcoming White Paper could make ADR mandatory in more sectors, including home improvement.

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

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.

Why use QASSS ADR?

3.59 days

Quarterly speed of dispute resolution


Complaint resolution rate

28 days

from complaint to completion of remedial works

Our Dispute Team

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

Building on our heritage as a leading consumer protection and membership organisation in the home improvement sector, our dispute resolution process is Chartered Trading Standards Institute (CTSI) approved and we 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.

Contact us to see how we can help your business.