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:
- Consumers should try to resolve the complaint directly with the trader. Any details of the complaint should be made in writing to the trader.
- If the complaint remains unresolved, then either party may contact Trading Standards with details of the complaint.
- Trading Standards will respond to both parties within 3 working days.
- Trading Standards will investigate the complaint, and where necessary provide a recommendation to resolve the dispute. If the consultation with an independent expert is required, agreement will be required from both parties about the payment of such a consultation