Complaint Handling Awards 2020

QA Scheme Support Services’ (QASSS’s) industry-leading alternative dispute resolution service (ADR) has been recognised by the 2020 Complaint Handling Awards. QASSS has been nominated as finalists in 2 categories, including ‘Best Complaint Handling’ and ‘Best Complaint Handling Team of the Year – Initiative’.

The Complaint Handling Awards is now in its 4th year and continues to be the only awards programme in the UK to recognise the inspiring organisations who are dedicated to effective complaint handling. The UK Complaint Handling Awards have recently been accredited with the Gold Standard in the Awards Trust Mark Scheme from the Independent Awards Standards Council, meeting all 18 criteria to qualify for the highest trust mark possible.

QASSS finds itself in some illustrious competition for the awards, alongside companies such as the Co-op, Virgin Money and EE.

QASSS dispute resolution process has been approved by the Chartered Trading Standards Institute (CTSI) and specialises in the home improvement sector. In September 2019, the average resolution time was just 2 days which is the fastest in the home improvement industry. So, a customer who uses one of QASSS’s home improvement members will get a final decision on their complaint 40 times quicker than the UK average of 80 days.(1)

Ciarán Harkin, Managing Director at QASSS, commented, “We are genuinely honoured to be nominated in two competitive categories. We saw a particular issue with the length of time that was being taken to resolve disputes across the home improvement industry and set about challenging this to ensure faster resolution for both our members and customers.”

Charlotte Pilkington, Dispute Resolution Manager at QASSS, commented: “I am over the moon and so unbelievably proud. It’s a testament to all the hard work the team, our ADR superheroes, has put in over the past year. We wanted to improve industry standards and demonstrate that it doesn’t need to take 80 days to resolve a complaint effectively and fairly, which we’ve done, and we’ll continue to look at ways of raising standards. Some might say we are creating a revolution, a resolution revolution.”

(1) ADR Report 2018