Not many businesses are aware that they have an obligation to signpost consumers to a competent ADR provider and tell them whether or not they are prepared to use them to deal with the dispute. We’ve put together a handy guide to ADR (alternative dispute resolution) looking at why businesses need ADR, how ADR works and the benefits of using ADR.
What is ADR?
Alternative dispute resolution (ADR) is a service that is used to resolve escalated complaints, or disputes, between customers and businesses, using mediation with the intention to resolve before the need for court proceedings.
The service helps the customer and business resolve a dispute by finding a fair resolution that satisfies both parties.
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 litigation and court proceedings as well as being a drain on internal resources. Read more on the soaring costs of litigation vs mediation here.
Using an ADR service also takes the emotion out of the situation where disputes are resolved impartially based on facts.
It also helps prevent louder negative conversations on social media and protects brand reputation.
The benefits of using ADR
Good handling of complaints and disputes is critical to companies and brand reputations in the modern world given the emergence of review sites and social media.
Crucially, ADR services also help save time and money by avoiding litigation.
- 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 and avoid going to court
Consumers will be less likely to bring court actions that are not only time-intensive and costly but in the public domain.
- Drive better outcomes
Improved outcomes for customers and avoid deadlocks and potential reputational damage.
- Ensure fairness and independence
ADR officials act with impartiality when resolving disputes.
- Improve conversion and retention
Stand out from the competition by demonstrating a clear commitment to high-quality customer service.
- Avoid costly compensation
ADR seeks to strike the right compromise based on the evidence.
Award-winning ADR services
QASSS provides award-winning and CTSI (Chartered Trading Standards Institute) approved alternative dispute resolution services for the home improvement and renewable sectors.
We provide ADR services for members and companies directly, as well as a ‘white label’ complaint and dispute management solution, fully packaged and branded.
We are no. 1 in the industry with an average speed of resolution of just 3.59 days and we resolve 98.4% of disputes in-house without referral to the Ombudsman or the need for court proceedings.
If you’d like to find out how we can help with complaint handling and dispute resolution, contact us today on 0330 335 3354 or email firstname.lastname@example.org