Alternative Dispute Resolution Service Switchover

As an endorsed Trader, one of your many benefits is access to an Alternative Dispute Resolution service. This service is to provide a resolution between a business and a customer should they be unable to reach a resolution between themselves.

Which? recommends that companies communicate clearly with their customers, and do their best to resolve any complaints amicably, but we understand that sometimes a third party support is helpful to ensure a resolution is reached. 

Why has this change happened?

Which? Trusted Traders has provided an ADR through an independent accredited ADR provider since it’s inception.

The current provider is the Dispute Resolution Ombudsman Limited (DRO). The DRO have been our ADR provider since 1st September 2016, however the current contract ends on the 31.10.23.

To ensure that we have the most efficient and effective ADR available, Which? Trusted Traders has undertaken a retendering exercise. Following a review of the tender proposals, we have taken the decision to award the contract to the Royal Institution of Chartered Surveyors (RICS). 

What do I need to do?

Because of this updated service, you may need to amend your complaints policy or website. Please ensure you change your complaints policy to read: 

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.

How can Alternative Dispute Resolution help me and my business?

Alternative Dispute Resolution (ADR) forms an important and integral part of Which? Trusted Traders, and it is vital that we offer the customers of our endorsed traders an efficient and effective route to resolving any issues they may have.

Which? Trusted Traders believes that using a surveyor to arbitrate disputes will provide faster decisions which will be more easily understood and so more readily accepted by both parties. We also understand that cases will be resolved more quickly, meaning our endorsed businesses as well as their customers will benefit from this new provider.

Having access to an alternative dispute resolution scheme should reassure your customers that in the unlikely event that something goes wrong, there is a procedure in place to resolve any dispute that cannot be covered by your own complaints procedure.