On the 1st August 2018, QA Scheme Support Services Ltd (QASSS) received approval as a consumer Alternative Dispute Resolution (ADR) body. QASSS runs the following consumer protection schemes:

  1. The Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES)
  2. The Double Glazing and Conservatory Quality Assurance Ombudsman Scheme (DGCOS)
  3. The Home Improvement Consumer Protection Scheme (HICS)
  4. The Mobility and Accessibility Consumer Protection Scheme (MAPS)

Adrian Simpson, our Assistant Director of Consumer Policy commented: “I’m really proud of us getting ADR approval, alongside our HIES CTSI approved code of practice this shows that our dispute resolution service is of the very highest quality.”

undefinedWhat does ADR approval mean?

ADR is a simple, low-cost or free method for consumers to resolve issues with traders.

For QASSS it shows that our processes have been examined by the ‘competent body’ which is the Chartered Trading Standards Institute (CTSI) and deemed to have complied with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. We will still have ongoing obligations to provide CTSI with information and we are audited on a yearly basis. Click here to view CTSI's guidance on the application process.

What sort of dispute resolution does QASSS carry out?

The consumer protection schemes provide consumers with access to free dispute resolution services. This consists of free advice and assistance for the consumer and referral to a third-party Ombudsman if the consumer is still unhappy with the outcome of their dispute resolution. If necessary we can undertake technical inspections using qualified experts, which again is at no cost to the consumer. We view each case impartially and aim for the fairest result.

Our dispute resolution team is overseen by two senior managers who have nearly 40 years of dispute resolution experience.

Will this change anything for consumers or scheme members?

No. Consumers will still have access to high quality, speedy dispute resolution. Members will not need to change any processes but should make sure that they are referring consumers to us (or the scheme) when they reach a ‘deadlock’ with consumer complaints.

Where can I find out more?

You can find out more by visiting www.qasss.co.uk

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Have a question?
Call us on 0344 324 5242
Or send an email to communications@hiesscheme.org.uk