Why use Alternative Dispute Resolution services?
Alternative Dispute Resolution (ADR) is a service that is used to resolve disputes between customers and businesses, with the intention to resolve before the need to go to court. It is also known as a complaint handling service. The service helps the customer and installer resolve a dispute by finding a fair resolution (in the form of a compromise agreement) which satisfies both parties.
At QASSS we provide an industry-leading, CTSI approved, alternative dispute resolution services for the home improvement sector, with an industry-leading average resolution time of 3.59 days. We ensure that everyone is dealt with professionally, courteously and sympathetically.
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.
AS 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
98.4%
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.
As the Dispute Resolution Manager at QASSS Charlotte is responsible for the customer-facing departments which are Customer Support and Administration, Alternative Dispute Resolution and Remedial Works Management.
Adrian’s role at QASSS is to work closely with stakeholders including government and regulators to ensure that QASSS is helping to deliver solutions that help consumers and businesses.
Tracy is very proud to be part of the QASSS ADR team, of which she is responsible for mediating complaints for consumers and installers.
Cathryn’s role within the Dispute Resolution team is in most part as a mediator working with consumers and our members to provide unbiased and impartial advice to reach a mutual agreement that suits both parties.
As part of the Customer Support team, Kim’s role includes identifying and assessing customer’s needs to achieve satisfaction by building sustainable relationships of trust through transparent and interactive communication.
As the Senior Administration and Customer Support Officer for QASSS, Harriet is responsible for ensuring that the administrative processes for the business are delivered in a professional and effective manner.
Tabatha’s role involves working on behalf of finance lenders to resolve their customers’ claims in relation to incomplete installations, damaged goods, and remedial issues.
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.
They helped resolve my dispute to 100% satisfaction. Customers need to know they are there to help. Thanks again.
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.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
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’.
I cannot praise this company enough. They have corrected the faults made by a previous installer and acted very quickly when I reported a fault. All the staff are very efficient and courteous.
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.
Everything was done very professionally but also with compassion and understanding. I am sure they have to deal with very worried and angry customers but their knowledge and calmness shines through. It’s wonderful to have a company that really knows what it’s doing on your side.
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.
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.
