Dispute Resolution for the British Association of Landscape Industries - BALI
From 1st July 2024, Dispute Resolution Ombudsman will provide Alternative Dispute Resolution services to registered BALI contractors and designers, and their customers.
Dispute Resolution Ombudsman is approved by the Chartered Trading Standards Institute under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Part of the Ombuds Group, we operate various schemes including the Dispute Resolution Ombudsman, the Rail Ombudsman and the Furniture and Home Improvement Ombudsman.
When can we help?
If you have a dispute with a BALI registered contractor or designer and have been unable to resolve the matter directly. The Ombudsman maybe able to investigate your dispute. It is important that you have given the contractor or designer the chance to resolve the matter first.
What type of complaints can we help with?
The Ombudsman can look into a complaint about;
- Work carried out by a BALI accredited designer or contractor
- The service you have received from a BALI accredited designer or contractor.
What can’t we help with?
The Ombudsman cannot help if:
- Your complaint is with a contractor or designer that is not currently accredited by BALI
- Your complaint is with a BALI member who has entered administration, liquidation or has ceased trading
- Your complaint is already being dealt with by a court or another Ombudsman scheme
- You have previously accepted a resolution in full and final settlement of your dispute
- It has been more than 12 months since you received the final response about your complaint from the BALI member.
What can you expect from us?
Your complaint will be assessed impartially by one of our team members who collectively hold legal and professional qualifications in Alternative Dispute Resolution and have amassed many years of experience in resolving complex consumer disputes.
Following a process of conciliation and if required adjudication, our decisions are binding upon the BALI contractor or designer if you accept the outcome.
Frequently asked questions
Will I be charged for this service?
No. Accessing an Ombudsman service is free for consumers.
Is the Ombudsman’s decision binding on consumers?
The decisions made by the Ombudsman are not binding on consumers, which means they remain free to pursue the complaint through other channels. Consumers can withdraw from the process at any time and the outcome will only be binding on them if they agree with our decision about what should be done to resolve the case.
We would advise that you seek professional legal advice before taking further action, for example by contacting Citizen's Advice on 0808 278 7823.
What level of proof do I have to provide?
Please note that, even though we have accepted a case for review, this does not mean that we will necessarily find in the consumer's favour. Each case is decided based on the evidence available and the relevant legal position.
We will need to be convinced that any fault – in whole or in part – is the responsibility of the contractor or designer. It will not be sufficient for the consumer to make unsupported allegations or statements. Any evidence provided will be evaluated by the Ombudsman. For guidance regarding the evidence we may require, please review our Quick Start Guide.
How to raise your complaint
We would always recommend you read our Quick Start Guide in the first instance as this answers many questions about our service and processes.
You can then raise your complaint via our secure online portal.
Whilst raising your complaint online is the most efficient and secure way to do so, we are happy to discuss alternative options for raising your complaint. Our team can be reached on 0333 241 3209 or you can email them at info@disputeresolutionombudsman.org.
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