Business to Consumer Contracts
Online complaints platform
We provide businesses with an online complaints platform on behalf of their customers. By managing complaints on behalf of businesses, we create brand loyalty ensuring satisfactory outcomes for both the business and consumer.
Our complaints handlers are experts in consumer law and apply best practice when dealing with complaints to ensure high standards of service is provided by business to their customers. We help businesses identify under performing sectors. We use technology to manage complaints on behalf of businesses.
Alternative Dispute Resolution
We provide an independent Appeal process where business deal with their own complaints. We are an official Alternative Dispute Resolution (ADR) body approved by the Chartered Institute of Trading Standards (CTSI) for claims brought in the EU. Our services are free of charge to the consumer. We cover all civil disputes between a consumer and a trader where the consumer seeks monetary compensation or other relief from the trader. We cover domestic and cross border disputes on consumer contracts initiated by the Consumer against a trader. No financial thresholds apply on the amount of claim that may be brought by the consumer.
If you are a consumer in the EU with a complaint against a trader which is unresolved, the trader must provide you with details of an approved ADR body and indicate if they are willing to enter into the process of dispute resolution.
See the types of consumer cases
we resolve. Separately, we deal with Appeals against parking fines on private land. Our decisions may be binding in law if the parties agree.
We also provide a mechanism for settling disputes on a provisional basis. This includes situations where there is an ongoing contractual relationship between the parties such as where the consumer is undertaking significant building works or other long term contract. A provisional decision may be necessary to allow the contract to be completed when the dispute can then be fully and properly resolved either by us under ADR or other dispute resolution process. This process follows the procedure set out in Section 108 of Housing Grants, Construction and Regeneration Act 1996.
Important note for our users
CTSI regulatory approval applies in respect of our work dealing with business to consumer contracts only and not to any other aspect of our work dealing with GDPR issues or employer/employee situations or work involving disciplinary actions taken by clubs and associations.