Alternative Dispute Resolution - Fair Usage Policy
The Alternative Dispute Resolution service open to consumers of endorsed traders where they have exhausted the trader’s own complaints handling
procedures and are unable to find a resolution to their complaint. The service is free to customers of endorsed traders and free to the endorsed
trader provided that the Alternative Dispute Resolution service does not find in favour of the customer.
The cost is of the service is met by Which? Trusted Traders and is based on reasonable usage of the service. Where a trader has a disproportionate number of cases it places a burden of Which? Trusted Traders. The agreement allows for Which? Trusted traders to charge for any case that exceed the fair usage policy irrespective for the outcome of the case. The fee is set out the Frequently Asked Questions section of the website https://trustedtraders.which.co.uk/for-traders/faqs/ under ‘How much does it cost to become a Which? Trusted Trader?’
This policy sets out what Which? Trusted Traders considers to be fair usage of its Alternative Dispute Resolution service.
The cost is of the service is met by Which? Trusted Traders and is based on reasonable usage of the service. Where a trader has a disproportionate number of cases it places a burden of Which? Trusted Traders. The agreement allows for Which? Trusted traders to charge for any case that exceed the fair usage policy irrespective for the outcome of the case. The fee is set out the Frequently Asked Questions section of the website https://trustedtraders.which.co.uk/for-traders/faqs/ under ‘How much does it cost to become a Which? Trusted Trader?’
This policy sets out what Which? Trusted Traders considers to be fair usage of its Alternative Dispute Resolution service.
- Businesses with up to 5 employees - 2 DRO cases in a 12-month period or 3 in a 24-month period, after which the trader will need to pay for every DRO case, this will end if there are no DRO cases in the next 12-month period
- Businesses with between 5 and 40 employees - 3 DRO cases in a 12-month period or 5 in a 24-month period, after which the trader will need to pay for every DRO case, this will end if there are no DRO cases in the next 12-month period
- Businesses with over 40 employees - 4 DRO cases in a 12-month period or 7 in a 24-month period after which the trader will need to pay for every DRO case, this will end if there is no more than 1 DRO case in the next 12-month period
Complaints Policy
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.