The British Association of Landscape Industries (BALI) has announced the appointment of Dispute Resolution Ombudsman (DRO) as the new provider of its Alternative Dispute Resolution (ADR) service for Accredited contractor and designer members. This move is part of BALI's commitment to uphold the highest standards in its complaints process and enhance the support available to members and their customers.
DRO, an independent not-for-profit and government-approved Ombudsman scheme, has been offering a range of services to businesses and their customers for over 30 years. These services include independent alternative dispute resolution (ADR), City & Guilds accredited training and expert advice. The Ombudsman provides peace of mind to consumers and supports businesses in resolving disputes without resorting to costly and lengthy litigation.
BALI is the ‘leading trade association for landscape professionals in the UK’. Its mission is to represent, support and accredit the landscape industry, providing training, professional advice and opportunity to members, and quality assurance to clients.
BALI provides its members with access to professional, technical, and business expertise, ensuring the highest standards are maintained across the industry.
Under the new arrangement, customers of BALI Accredited contractor and designer members who have exhausted the internal complaints process will be eligible to use DRO's service. This service offers an independent and expert resolution mechanism, eliminating the need for court involvement. DRO will provide focussed training through accredited courses and will also compile complaints data to share with BALI and key stakeholders, contributing to continuous improvement efforts.
Members and their customers can now enjoy the added assurance that the Ombudsman’s decisions are final and binding. DRO is eager to collaborate with BALI, acting as a critical friend and supporting ongoing continuous improvement.
Wayne Grills, Chief Executive of BALI said, “The Association takes its role in raising industry standards seriously, which includes demonstrating best practice in relation to resolving member disputes. Appointing the Dispute Resolution Ombudsman will ensure members and their clients are supported by staff trained, qualified to deal with disputes, together with resources to collect and assess evidence, issue guidance and ensure disagreements are dealt with faster, and more efficiently, than the current system. This places BALI ahead of the anticipated legislative changes in this arena.”
Kevin Grix, Group CEO and Chief Ombudsman at Dispute Resolution Ombudsman, conveyed his enthusiasm about the new collaboration, stating: "We are excited to work collectively with BALI. Our independent service not only provides added consumer protection but also facilitates the resolution of industry disputes. With our extensive legal expertise and years of experience, we are ideally positioned to assist BALI in elevating their services and setting higher industry standards."
