Dispute Resolution Process
If a consumer is unhappy with any work carried out by a member of the Scheme, the trader must agree to comply with the dispute resolution procedure detailed below. However, if the trader is a member of a trade association [or other body], which has its own code of practice and alternative dispute resolution process, then complaints may be referred to that service for independent adjudication and the Trusted Trader Dispute Resolution Process will not be invoked.
- Consumers and traders should initially try to resolve complaints through discussion. Any details of the complaint should be made in writing to the other party.
- If the complaint remains unresolved, either party may contact Trading Standards with details of the complaint.
- Trading Standards will respond to both parties within five working days.
- Trading Standards will consider the complaint, and where appropriate provide a recommendation to resolve the dispute.
- Member firms must agree to communicate fully with Trading Standards staff throughout the process of dealing with any dispute.
- Members must keep records of disputes for a minimum of one calendar year.
- Any dispute which cannot be resolved by the above process, can be referred to Ombudsman Services at the discretion of South Ayrshire City Council. Ombudsman Services provide an independent, impartial, and cost effective means to resolve disputes outwith the courts.
- Disputes which are referred to Ombudsman Services will be dealt with according to their procedures. More information can be found at www.ombudsman-services.org/
- Decisions of Ombudsman Services are binding on members.
- If at any time, the consultation of an independent expert is required, for example for inspection or testing, agreement will be sought from both parties about the arrangement of such a consultation including payment.