Delivered by our qualified team, this service is used in the rare event a complaint cannot be resolved directly between the parties. Our independent conciliation and adjudication service will listen to both parties, obtain evidence and investigate the complaint, providing a decision.

This service is available to members Monday to Friday, 9am until 5pm. We aim to help members resolve customer disputes before they escalate too far. Advice can be of a legal nature in areas such as Consumer Law or more general advice and guidance in regards to complaint handling.

Members have access to industry data, highlighting stats and trends that can be used to improve their service offering.

An Ombudsman’s role is to raise industry standards and inspire confidence for consumers. We help businesses improve through our City & Guilds accredited training courses in areas such as Consumer Law, Complaint Management, Pricing and Advertising and GDPR. Members can benefit from these courses at reduced rates.

Businesses who provide goods or services to consumers have an obligation to signpost their customers to an approved ADR body in the event of an unresolved dispute.

We provide our members with solutions to this and guidance to ensure your Terms and Conditions and website is compliant with these requirements.