How the Scheme Handles Customer Complaints
Customers can complain about both the quality of the work carried out by our Members, or about their conduct.
All such complaints should be initially sent to the Member concerned, who is required to deal with them in accordance with our Scheme Rules.
These Scheme Rules state that the Member should accurately record all aspects of the complaint, and use best endeavours to resolve it satisfactorily.
If the Member cannot resolve the complaint to the customer’s satisfaction our Scheme Rules state that customer complaints must then be escalated by the Member to the Scheme, for a formal review.
The results of a review are always binding on our Member, but do not attempt to restrict a customer’s rights to recourse to law.
When making a complaint always ask for a copy of our Member’s own customer complaint procedure.
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