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Business Apology Letter

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					Schemes are divided into the following categories (click on category to be taken to that part of the spreadsheet):     Services
                                                                                                                       Goods

Sector                 Organisation                               Jurisdiction     Interest            Type            Details                                     Access                                Cost                       Scheme basis, funding

SERVICES

Ancillary credit       Credit Services Association                UK               Debt                Conciliation,   Deals with complaints relating to           Complaints form available.            Free                       Professional body.
business                                                                                               Adjudication    members of Association and breaches
                                                                                                                       of the code of practice. Complaint may
                                                                                                                       be taken to the Financial Ombudsman
                                                                                                                       Service if consumer does not accept
                                                                                                                       decision.
Ancillary credit       Debt Managers Standards Association        UK               Debt                Conciliation    Investigates complaints about               Complaint must be made in writing, Free to consumer. Costs       Trade association. CCAS
business               (DEMSA)                                                                                         members. Complaint may be taken to          either by post or electronically.  borne by member.              Code of Practice.
                                                                                                                       Financial Ombudsman Service if either
                                                                                                                       party not satisfied with decision.

Boats, caravans,       National Caravan Council                   UK               Caravan industry    Conciliation    Considers complaints about members.         Complaints form.                      Free                       Trade association.
trailers                                                                                                               No details of redress available.

Car repairs and        Motor Codes Ltd                            UK               Vehicle repair and Conciliation,    Subsidiary of Society of Motor           Phone, letter, email or complaints       Conciliation - free.       Code of Practice for New Cars
servicing                                                                          servicing          Arbitration      Manufacturers and Traders Ltd            form.                                    Arbitration - fee          is a CCAS Code. Codes for
                                                                                                                       responsible for self regulation of motor                                          dependent on claim         Car Servicing and Repair, and
                                                                                                                       industry through codes of practice (new                                           amount.                    Vehicle Warranty Products are
                                                                                                                       cars, vehicle warranty, service and                                                                          working towards CCAS
                                                                                                                       repair). Consider complaints                                                                                 approval.
                                                                                                                       concerning code breaches.

Car repairs and        Retail Motor Industry Federation           E, W & NI        Vehicle repair and Conciliation,    Joint Code of Practice with SMTA.           Must be in writing.                   Conciliation - free.       Trade association.
servicing                                                                          servicing          Arbitration      Consider complaints relating to                                                   Arbitration - low cost.
                                                                                                                       member garages and authorised
                                                                                                                       dealers.
Car repairs and        Robert Bosch Ltd                           UK               Vehicle repair and Conciliation,    Considers customer complaints about         Contact by telephone, email or in     Free                       CCAS Code of Practice.
servicing                                                                          servicing          Adjudication     member garages. Conciliation offered        writing. If complaint proceeds
                                                                                                                       initially, may move to adjudication.        beyond conciliation, it will be
                                                                                                                       Recommendations binding on garage           referred to adjudication by Bosch.
                                                                                                                       but not customer.
Car repairs and        Scottish Motor Trade Association           Scotland         Vehicle repair      Conciliation,   Joint Code of Practice with RMI.            Must be in writing.                   Conciliation - free.       Trade association representing
servicing                                                                                              Arbitration     Consider complaints relating to                                                   Arbitration - low cost.    all aspects of industry (sales,
                                                                                                                       member garages and authorised                                                                                repair, ancillaries).
                                                                                                                       dealers.
Car repairs and        Vehicle Builders & Repairers               UK               Vehicle repair      Conciliation,   Considers complaints against                Conciliation case reference form to Conciliation is free. Fee    Trade association. CCAS
servicing              Association Ltd (VBRA)                                                          Arbitration     members. If complaint cannot be             be completed.                       payable if taken to          Code of Practice.
                                                                                                                       resolved by conciliation, option to move                                        arbitration.
                                                                                                                       to arbitration.
Clothing and footwear MultiService Association (Society of        UK               Shoe repairs        Arbitration     Consider complaints about members in        Application form.                     £10 fee, refunded if       Trade association.
                      Master Shoe Repairers)                                                                           relation to code of practice. Resolve                                             complaint is valid.
                                                                                                                       problems, may compensate.
Construction and       Association of Plumbing and Heating        E&W              Plumbers            Arbitration     Consider complaints against members.        No details of scheme access           Free                       Trade association.
maintenance            Contractors                                                                                     No details of mechanisms or redress         available on website.
                                                                                                                       available.
Construction and       Chartered Institute of Plumbing and        UK               Plumbers            Arbitration     Takes action against members who            Complaints form.                      Free                       Professional body.
maintenance            Heating Engineering                                                                             break the Code of Professional
                                                                                                                       Standards. No details of redress
                                                                                                                       available.
Construction and       Confederation of Roofing Contractors       UK               Roofing             Conciliation,   Seek to resolve complaints against          Complaint must be confirmed in        Arbitration fees paid by    Trade association.
maintenance                                                                                            Arbitration     members. If conciliation fails, passed to   writing - initial contact may be by   party found to be at fault.
                                                                                                                       arbitration service. Redress may            telephone.
                                                                                                                       include correction of faulty work by the
                                                                                                                       contractor.
Construction and   Consumer Code for Home Builders         UK         Building           Adjudication  Builders registered with certain home   Application form                       £100 registration fee     Formed by agreement between
maintenance                                                                                            warranty bodies will have to follow the                                                                  NHBC and MD Insurance
                                                                                                       new Consumer Code for Home                                                                               Services.
                                                                                                       Builders from April 2010. Includes the
                                                                                                       provision of adjudication which could
                                                                                                       result in a performance or financial
                                                                                                       award.
Construction and   Double Glazing and Conservatory         UK         Glazing            Conciliation, Consider complaints against members. Complaint form.                           Free                      Member funded.
maintenance        Ombudsman Scheme                                                      Mediation,    Redress may include recommendation
                                                                                         Arbitration,  that member pay compensation, formal
                                                                                         Ombudsman criticism or reprimand.

Construction and   Federation of Master Builders           UK         Building           Conciliation,   Consider complaints against members. Complaint form.                         Fee payable if referred to Trade association.
maintenance                                                                              Adjudication    No details of redress.                                                       adjudication.
Construction and   Glass and Glazing Federation            UK         Glazing            Conciliation,   Investigates complaints against         Apply in writing.                    Free                       Trade association.
maintenance                                                                              Arbitration     member breaches of code of practice.
                                                                                                         Conciliation followed in first instance
                                                                                                         but proceeds to arbitration as needed.
                                                                                                         No authority regarding compensation.

Construction and   Kitchen Bathroom Bedroom Specialists    UK         Fitted furniture   Conciliation,   Consider complaints against members       Must be in writing.                Free                      Trade association. Arbitration
maintenance        Association                                                           Arbitration     in relation to code of practice.                                                                       offered through IDRS.
                                                                                                         Conciliation followed in first instance
                                                                                                         (recommendations are not legally
                                                                                                         binding) but can proceed to arbitration
                                                                                                         if both parties agree to abide by the
                                                                                                         arbitrator's findings.
Construction and   National Federation of Roofing          UK         Roofing            Conciliation,   Investigates complaints about             Should be made in writing to       Free                      Trade association.
maintenance        Contractors                                                           Arbitration     members. Conciliation used in first       regional secretary for where the
                                                                                                         instance and if that fails, parties can   member is based.
                                                                                                         agree to use arbitration, including
                                                                                                         investigation of work. Redress may
                                                                                                         include remedial work or removal of
                                                                                                         membership.
Construction and   NHBC                                    UK         New homes          Conciliation,   Considers technical complaints against    Application form.                  Free                      Authorised and regulated by
maintenance                                                                              Arbitration     members. Redress may include                                                                           the FSA
                                                                                                         recommended action.
Construction and   Painting and Decorating Association     UK         Decorating         Conciliation,   Investigate complaints about members      No details of scheme access                                  Trade association.
maintenance                                                                              Arbitration     against code of practice. No details of   available on website.
                                                                                                         redress provided.
Construction and   Renewable Energy Association            UK         Renewable energy Conciliation,     Assurance scheme considers                Conciliation application form.     Conciliation - free.      Representative body for
maintenance                                                                            Arbitration       complaints against members. If                                               Arbitration - £250.       renewable energy industry.
                                                                                                         complaint cannot be resolved by                                                                        Working towards CCAS
                                                                                                         conciliation, option (on both sides) to                                                                approval.
                                                                                                         move to arbitration. No details of
                                                                                                         redress provided.
Construction and   Scottish and Northern Ireland Plumbing S&NI        Plumbers           Conciliation,   Consider complaints against members.      Conciliation request form.         Free                      Trade association.
maintenance        Employers' Federation                                                 Mediation       If mediation is not successful,
                                                                                                         complaint may be referred to Panel.
                                                                                                         Redress may include remedial work.

Construction and   Scottish Decorators Federation          Scotland   Decorating         Conciliation    Consider complaints against members. In writing, complaints form             Free.                     Trade association.
maintenance                                                                                              Redress may include remedial work or available.
                                                                                                         disciplinary action.
Disability aids    British Healthcare Trades Association   GB         Healthcare and     Arbitration     Considers complaints against member In writing.                              Free                      Trade association. CCAS
                                                                      assistive                          compliance with code or practice.                                                                      Code of Practice.
                                                                      technology                         Redress may include repayment of
                                                                                                         costs, repair/replacement of product,
                                                                                                         amended procedures, compensation,
                                                                                                         warning, suspension or expulsion.
Estate agents,          Association of Residential Letting      UK    Lettings agents    Arbitration,    Complaints considered against           No details of scheme access          Free                       Professional body.
lettings and property   Agents (ARLA)                                                    Adjudication    Association's code of practice and      available on website.
management                                                                                               Byelaws. Redress may include an
                                                                                                         apology, refund of fees, recommended
                                                                                                         action or disciplinary proceedings.

Estate agents,          Deposit Protection Service              E&W   Landlords          Adjudication Evidence gathered from both parties        Agent/landlord and tenant         Free                          Established under Housing Act
lettings and property                                                                                 and referred to the adjudicator. Both      complete a Joint Deposit                                        2004.
management                                                                                            parties bound by resulting decision.       Repayment Form (online or paper).
                                                                                                      DPS holds disputed deposit until           Both parties must agree to
                                                                                                      decision is made.                          resolution mechanism.
Estate agents,          Dispute Service Ltd (Tenancy Deposit    UK    Lettings agents,   Adjudication Manages the Tenancy Deposit Scheme         Write, email, telephone.          Free                          Established under the Housing
lettings and property   Scheme)                                       landlords                       and settles disputes over deposits         Notification of disputes form.                                  Act 2004.
management                                                                                            (lettings industry) by means of
                                                                                                      adjudication (Independent Case
                                                                                                      Examiner).
Estate agents,          Housing Ombudsman Service               UK    Landlords          Ombudsman Considers complaints about registered         Complaints form.                     Free                       Regulatory body. Established
lettings and property                                                                                 housing providers (landlords,                                                                              under Housing Act 1996.
management                                                                                            associations). Redress may include
                                                                                                      imposed action or compensation.

Estate agents,          Ombudsman Services: Property            UK    Estate agents      Ombudsman Investigates complaints about            Letter, email, enquiry form               Free                       Approved Estate Agents
lettings and property                                                                              members relating to behaviour,                                                                                Redress Scheme under
management                                                                                         conduct or procedures. Redress may                                                                            CEARA. Administered by The
                                                                                                   include apology, explanation, practical                                                                       Ombudsman Service (funded
                                                                                                   action, financial award or amended                                                                            by industry members).
                                                                                                   procedures.
Estate agents,          Property Ombudsman                      UK    Estate agents      Ombudsman Investigate complaints against member Complaints form.                             Free                       Approved Estate Agents
lettings and property                                                                              agents relating to infringement of legal                                                                      Redress Scheme under
management                                                                                         rights, breach of code of practice,                                                                           CEARA. CCAS Code of
                                                                                                   unfair treatment, maladministration.                                                                          Practice.
                                                                                                   Resolution may include apology,
                                                                                                   compensation or other action.

Estate agents,          Tenancy Deposit Solutions Ltd           UK    Landlords          Adjudication    Reviews tenancy deposit disputes and    Notification of Dispute form - either Free                      Established under Housing Act
lettings and property   (mydeposits)                                                                     determines payout of deposit.           online or by post.                                              2004
management

Freight and shipping    British Association of Removers (BAR)   GB    Removers           Conciliation, Consider complaints about members.        Must be in writing.                  Conciliation - free.       Trade association. CCAS
                                                                                         Arbitration   Low-cost arbitration scheme available                                          Arbitration - small fee.   Code of Practice.
                                                                                                       (operated by IDRS) for disputes not
                                                                                                       resolved by conciliation. No details of
                                                                                                       redress available.
Freight and shipping    National Guild of Removers & Storers    UK    Removers           Conciliation, Mediate on disputes between               In writing - email or letter.        Free                       Trade association.
                                                                                         Ombudsman customers and members. All members
                                                                                                       are members of the Removals Industry
                                                                                                       Ombudsman Scheme and if
                                                                                                       conciliation does not provide adequate
                                                                                                       resolution dispute may be referred to
                                                                                                       the ombudsman.
Freight and shipping    Removals Industry Ombudsman             UK    Removers           Ombudsman Consider complaints about members             Complaints must first go through     Free                       Funded by member fees.
                        Scheme                                                                         relating to breaches of contract, code    NGRS conciliation procedure
                                                                                                       of practice, or allegations of            (above) and be referred by them.
                                                                                                       unprofessional behaviour. Redress         Complaints form.
                                                                                                       may include agreement between
                                                                                                       parties or compensation.
Furnishings             Association of Master Upholsterers and UK     Furniture          Mediation,    Investigates complaints about             Unknown.                             Free                       Trade association.
                        Soft Furnishers                                                  Conciliation members - no further details available
                                                                                                       on website.
Furnishings          Furniture Ombudsman (FIRA)             UK   Furniture          Ombudsman, Code of Practice for furniture industry         Email or phone.                      Conciliation service is      Industry funded.
                                                                                    Conciliation, underpinned by dispute resolution.                                                free. £50 if taken to
                                                                                    Adjudication Investigate complaints against                                                     adjudication.
                                                                                                  members. Start with conciliation and
                                                                                                  move to adjudication as needed.
Furnishings          Kitchen Bathroom Bedroom Specialists   UK   Fitted furniture   Conciliation, Consider complaints against members          Must be in writing.                  Free                         Trade association. Arbitration
                     Association                                                    Arbitration   in relation to code of practice.                                                                               offered through IDRS.
                                                                                                  Conciliation followed in first instance
                                                                                                  (recommendations are not legally
                                                                                                  binding) but proceeded to arbitration as
                                                                                                  agreed.
Hire and unsecured   Consumer Credit Association UK         UK   Credit             Arbitration   Considers complaints about members.          Complaints form or email, phone or Free                           Professional body.
credit                                                                                            Complaint may be referred to Financial       letter.
                                                                                                  Ombudsman Service if customer
                                                                                                  dissatisfied with resolution. Conciliation
                                                                                                  available at this stage for matters
                                                                                                  falling outside the remit of FOS.
                                                                                                  Beyond this a disciplinary hearing or
                                                                                                  redress tribunal may be offered.

Hire and unsecured   Consumer Credit Trade Association      UK   Credit             Conciliation   Consider complaints against members         Email PA to Chief Executive for      Free                         Trade association.
credit                                                                                             and their compliance with code of           details.
                                                                                                   practice. Complaint may be referred to
                                                                                                   FOS if customer dissatisfied.

Hire and unsecured   Financial Ombudsman Service            UK   Finance            Ombudsman Official powers to investigate financial         Complaints form.                     Free                         Powers under Financial
credit                                                                                            complaints. If upheld, business must                                                                           Services and Markets Act 2000
                                                                                                  put things right (may include payment                                                                          and Consumer Credit Act 2006.
                                                                                                  of compensation). Binding on business
                                                                                                  but not consumer.
Holidays             ABTA (The Travel Association) -        GB   Travel             Arbitration   Seek to resolve complaints against           Application must be in writing -     Small registration fee for   Trade association. ASTI
                     Arbitration Scheme for the Travel                                            member agency - considered against           application form available. Should   ASTI.                        administered by IDRS.
                     Industry (ASTI)                                                              code of conduct. Disciplinary action.        have been through ABTA
                                                                                                  ASTI applies to claims for                   complaints service before coming
                                                                                                  compensation against members of              to ASTI.
                                                                                                  ABTA. Maximum claim is
                                                                                                  £5,000/person, £25,000/total. Takes
                                                                                                  approximately seven weeks from
                                                                                                  application to result.
Holidays             Travel Trust Association               UK   Travel agents,     Arbitration   Consider complaints against members.         In writing.                                                       Trade association.
                                                                 tour operators                   No further details given.
Household            Association of Manufacturers of        UK   Domestic           Conciliation, Consider complaints against members          In writing.                          Free                         Trade association.
appliances and       Domestic Appliances                         appliances         Arbitration   relating to servicing of electrical
electrical goods                                                                                  appliances by the manufacturer. No
                                                                                                  details of redress available.

Household            Domestic Appliances Services           UK   Domestic                     Consider complaints about repair
                                                                                    Arbitration                                                In writing.                          Small fee.                   Trade association.
appliances and       Association                                 appliances                   services of members. Arbitrator
electrical goods                                                                              appointed by CIArb. No details of
                                                                                              redress available.
Insurance            Financial Ombudsman Service            UK   Insurance          Ombudsman Official powers to investigate financial         Complaints form.                     Free                         Powers under Financial
                                                                                              complaints. If upheld, business must                                                                               Services and Markets Act 2000
                                                                                              put things right (may include payment                                                                              and Consumer Credit Act 2006.
                                                                                              of compensation). Binding on business
                                                                                              but not consumer.
Internet facilities    Communication and Internet Services       UK    Internet service    Adjudication    Consider complaints against                Application form.                   Free                        One of two Ofcom-approved
                       Adjudication Scheme (CISAS)                     providers                           communications providers. If internet                                                                      ADR schemes. Administered
                                                                                                           service provider is a member of ISPA,                                                                      by IDRS.
                                                                                                           dispute must first be considered by
                                                                                                           ISPA. Redress includes apology,
                                                                                                           practical action or compensation. Aim
                                                                                                           to settle disputes within six weeks of
                                                                                                           receiving application.
Internet facilities    Internet Service Providers' Association   UK    Internet service    Arbitration     Investigates complaints against            Complaints form or letter.          Free                        Trade association.
                       (ISPA)                                          providers                           member organisations breaches of
                                                                                                           code of practice. Referral to ISPA
                                                                                                           approved ADR scheme (currently
                                                                                                           CISAS or Otelo) if no agreement.
Laundry and dry        Textile Services Association              UK    Dry cleaners,       Conciliation,   Investigate complaints against             No details of scheme access         Free. Arbitration may be    Trade association. Code of
cleaning                                                               launderers          Arbitration     members. Redress may include               available on website.               subject to a fee - 'loser   Practice produced in
                                                                                                           remedial action, compensation.                                                 pays'.                      consultation with OFT (pre-
                                                                                                                                                                                                                      CCAS).
Medical goods and      Dental Complaints Service                 UK    Dentists            Conciliation    Assist with resolution of complaints       Telephone of complaint form.        Free                        Funded by the General Dental
services                                                                                                   about private dental services. Redress                                                                     Council.
                                                                                                           may include explanation,
                                                                                                           recommended action, apology, refund
                                                                                                           or contribution to remedial treatment.

Medical goods and      Optical Consumer Complaints Service       UK    Opticians           Mediation   Consider complaints relating to optical        Phone, letter or email.             Free                        Funded by the General Optical
services                                                                                               goods and services received in an                                                                              Council
                                                                                                       optical practice. No details of redress
                                                                                                       available.
Mortgages and          Financial Ombudsman Service               UK    Mortgages         Ombudsman Official powers to investigate financial           Complaints form.                    Free                        Powers under Financial
secured credit                                                                                         complaints. If upheld, business must                                                                           Services and Markets Act 2000
                                                                                                       put things right (may include payment                                                                          and Consumer Credit Act 2006.
                                                                                                       of compensation). Binding on business
                                                                                                       but not consumer.
Non-specific           Direct Selling Association Ltd (DSA)      UK    Direct selling    Adjudication Independent Code Administrator                  Complaint should be in writing -    Free                        Trade association. CCAS
                                                                                                       investigates breaches of code of               email or post. Investigation                                    Code of Practice.
                                                                                                       practice. If breach is found, redress          normally conducted entirely in
                                                                                                       may include repayment of money,                writing.
                                                                                                       replacement of product or payment of
                                                                                                       compensation. Decision is binding on
                                                                                                       member but not complainant.
Non-specific           National Mediation Helpline               E&W   Non-specific,     Mediation     If dispute is suitable for mediation,          Online enquiry form or telephone.   Fees between £50-425        Established by Ministry of
                                                                       includes                        case is referred to a local accredited                                             per party depending on      Justice.
                                                                       consumer disputes               mediation organisation who will                                                    the amount being
                                                                                                       arrange a meeting to deliberate                                                    claimed.
                                                                                                       dispute. Outcomes may include
                                                                                                       apology, explanation, compensation,
                                                                                                       refund or change in behaviour.
Other financial goods Finance and Leasing Association            UK    Finance (asset,   Conciliation, Investigate complaints about members.          Downloadable complaints form or     Free                        Trade association. Arbitration
and services                                                           consumer, motor) Arbitration    Arbitration available if conciliation fails.   online complaints procedure.                                    administered by IDRS
                                                                                                       Can be passed to FOS if consumer
                                                                                                       dissatisfied.
Other personal goods Association of British Introduction         GB    Dating            Conciliation Try to resolve complaint between client         Online complaints form.             Free                        Funded by member fees.
and services         Agencies                                                                          and member agency. No power to
                                                                                                       impose solution. Offer advice and
                                                                                                       assistance in relation to complaints
                                                                                                       against non-member agencies.
Other personal goods Estate Planning Arbitration Scheme          GB    Willwriters       Arbitration   Investigates complaints against                Application form started by         Fee of £75.                 Administered by IDRS.
and services                                                                                           members of the Institute of                    consumer and forwarded to
                                                                                                       Professional Willwriters (alternative or       willwriter for completion.
                                                                                                       addition to their conciliation service).
Other personal goods Institute of Professional Willwriters    GB    Willwriters          Conciliation    Complaints against members may be         No details of scheme access          Free                      Professional body. CCAS
and services                                                                                             referred to the IPW Conciliation          available on website.                                          Code of Practice.
                                                                                                         Service (or the Estate Planning
                                                                                                         Arbitration Service, see above).
                                                                                                         Financial award (no greater than fees
                                                                                                         paid) or other redress (warning, costs,
                                                                                                         expulsion) may be awarded.
Other transport        British Vehicle Rental and Leasing     UK    Vehicle rental       Conciliation,   Consider complaints against members.      In writing, complaints form          Free                      Trade body.
goods and services     Association                                                       Arbitration     If no resolution through conciliation,    available.
                                                                                                         may be referred to arbitration. No
                                                                                                         details of redress available.

Pensions               Financial Ombudsman Service            UK    Pensions             Ombudsman Official powers to investigate financial        Complaints form.                     Free                      Powers under Financial
                                                                                                       complaints. If upheld, business must                                                                       Services and Markets Act 2000
                                                                                                       put things right (may include payment                                                                      and Consumer Credit Act 2006.
                                                                                                       of compensation). Binding on business
                                                                                                       but not consumer.
Pensions               Pensions Ombudsman                     UK    Pensions             Ombudsman Investigate complaints about how                Complaints form.                     Free                      Powers under Pension
                                                                                                       pension schemes are run. If upheld,                                                                        Schemes Act 1993.
                                                                                                       decision is binding on all parties. No
                                                                                                       details of redress available.
Personal banking       Financial Ombudsman Service            UK    Banking              Ombudsman Official powers to investigate financial        Complaints form.                     Free                      Powers under Financial
                                                                                                       complaints. If upheld, business must                                                                       Services and Markets Act 2000
                                                                                                       put things right (may include payment                                                                      and Consumer Credit Act 2006.
                                                                                                       of compensation). Binding on business
                                                                                                       but not consumer.
Petrol and oil         Petrol Retailers Association           UK    Petrol               Conciliation, Member organisation of Retail Motor         Must be in writing.                  Conciliation - free.      Trade association.
                                                                                         Arbitration   Industry Federation. Subject to their                                            Arbitration - low cost.
                                                                                                       dispute resolution service.
Postal services        Postal Redress Service (POSTRS)        UK    Post                 Adjudication Resolve disputes between licensed            Application form - can be            Free                      Only ADR scheme approved
                                                                                                       postal operators and their customers.       completed online or sent by post.                              by Postcomm. Administered by
                                                                                                       Redress may include apology,                                                                               IDRS.
                                                                                                       explanation, practical action or
                                                                                                       compensation.
Professional services Association of Chartered Certified      UK    Accountancy          Conciliation, Consider complaints against members,        Must be in writing - complaints form Free                      Professional body.
                      Accountants (ACCA)                                                 Mediation,    including fee disputes and client care      available.                                                     Administered by IDRS.
                                                                                         Arbitration   issues. No details of redress available.

Professional services Association of Civil Enforcement        E&W   Civil enforcement    Adjudication  Investigates complaints related to     Complaint must be in writing by           Free                      Independent trade association.
                      Agencies (ACEA)                               (collection of                     member organisations. May be referred way of online form.
                                                                    money due under                    to an independent panel with powers to
                                                                    court orders or                    make recommendations on member
                                                                    other civil debts)                 such as compensation.
Professional services Bar Standards Board                     E&W   Barristers           Adjudication, Investigate complaints and take action Complaints form.                          Free                      Regulatory body. Established
                                                                                         Tribunal      against barristers who have breached                                                                       by the Bar Council
                                                                                                       code of conduct (professional                                                                              (professional body).
                                                                                                       misconduct) or provided poor service.
                                                                                                       Action may include apology, repayment
                                                                                                       of fees, compensation, fine,
                                                                                                       suspension or expulsion.

Professional services Chartered Institute of Architectural    UK    Architectural        Conciliation,   Conduct Committee only deals with        Application form.                     Free                      Administered by IDRS.
                      Technologists                                 Technologists        Arbitration     disciplinary issues but use the
                                                                                                         Independent Consumer Redress
                                                                                                         Service administered by IDRS for
                                                                                                         broader disputes. No details of redress
                                                                                                         available.
Professional services Chartered Institute of Public Finance   UK    Accountancy          Conciliation,   Consider complaints against members Access by phone, email or in               Free                      Professional body.
                      and Accountancy                                                    Arbitration     including service disputes. Disciplinary writing. Complaints form available.
                                                                                                         procedures also in place for complaints
                                                                                                         relating to member competence and
                                                                                                         conduct.
Professional services Funeral Arbitration Scheme (National    UK         Funerals            Conciliation,   Resolution of complaints against           Apply in writing, application form   Conciliation service is    Administered by IDRS on
                      Association of Funeral Directors)                                      Arbitration     members' compliance with code of           available.                           free. £50 if taken to      behalf of trade association.
                                                                                                             practice. Conciliation followed in first                                        arbitration.
                                                                                                             instance. If no resolution can be found,
                                                                                                             consumer offered the choice of
                                                                                                             arbitration.
Professional services Independent Funeral Directors           UK         Funerals            Conciliation,   Investigate complaints about members. Signed application form.                  Free until review stage,   Administered by IDRS on
                      Arbitration Scheme (National Society of                                Arbitration     Conciliation offered in the first instance                                      when a fee of £300 is      behalf of trade association.
                      Allied & Independent Funeral Directors)                                                (but can be bypassed) before moving                                             paid.
                                                                                                             on to arbitration as necessary. If after
                                                                                                             this stage there is still dissatisfaction
                                                                                                             the matter may be referred to review.
                                                                                                             No details of redress outlined.

Professional services Institute of Chartered Accountants      E&W        Accountancy         Conciliation,   Investigates complaints about the      In writing, complaints form              Conciliation service is    Professional body.
                                                                                             Mediation,      professional and ethical standards of  available.                               free, fees payable if      Administered by IDRS.
                                                                                             Arbitration     members. Redress may include an                                                 taken to mediation or
                                                                                                             apology, explanation, reprimand,                                                arbitration.
                                                                                                             repayment of fees. No powers to order
                                                                                                             compensation. Governed by bye-laws.
                                                                                                             Non-disciplinary complaints handled by
                                                                                                             mediation or arbitration.

Professional services Institute of Chartered Accountants of   Scotland   Accountancy         Conciliation, Investigates complaints about                In writing, complaints form          Free. Fee arbitration      Professional body.
                      Scotland                                                               Arbitration   members including fees arbitration           available.                           scheme carries some
                                                                                                           scheme. Disciplinary powers but no                                                fees.
                                                                                                           powers to reward or order
                                                                                                           compensation.
Professional services Institute of Legal Executives           E&W        Legal executives Arbitration      Investigates complaints relating to          Complaints form.                     Free                       Professional body.
                                                                                                           code of conduct - professional
                                                                                                           behaviour and service standards.
                                                                                                           Results may include warning,
                                                                                                           reprimand, expulsion, undertaking or
                                                                                                           referral to Disciplinary Tribunal -
                                                                                                           following this member may be ordered
                                                                                                           to pay fine or compensation.
Professional services Law Society of Northern Ireland         NI         Solicitors          Arbitration   Investigates complaints relating to          Complaints form                      Free                       Regulatory body.
                                                                                                           inadequate service or professional
                                                                                                           misconduct of solicitors. Redress may
                                                                                                           include directing the solicitor to rectify
                                                                                                           mistakes or limiting costs. No powers
                                                                                                           to order compensation. More serious
                                                                                                           cases may be referred to Disciplinary
                                                                                                           Tribunal resulting in a ban, suspension
                                                                                                           or fine.
Professional services Law Society of Scotland                 Scotland   Solicitors          Arbitration   Investigate complaints relating to           Referral from Scottish Legal         Free                       Professional body.
                                                                                                           conduct of members. Redress may              Complaints Commission.
                                                                                                           include disciplinary action, fine or
                                                                                                           compensation.
Professional services Legal Complaints Service (Law Society) E&W         Solicitors          Conciliation, Investigates complaints about                In writing, complaints form          Free                       Part of Law Society but
                                                                                             Arbitration   solicitors' poor service or bill. Redress    available.                                                      operate independently.
                                                                                                           may include reduced bill,
                                                                                                           compensation or corrected mistake.
Professional services Legal Ombudsman (Office for Legal       E&W        Legal practitioners Ombudsman Dispute resolution scheme to start in            Not yet known.                       Free                       Established under Legal
                      Complaints)                                                                          the second half of 2010. Likely to                                                                           Services Act 2007.
                                                                                                           integrate Legal Complaints Service and
                                                                                                           Legal Services Ombudsman.
Professional services Office of the Legal Services           E&W        Lawyers             Ombudsman Consider complaints not resolved by              In writing, complaints form     Free                  Powers derive from the Courts
                      Ombudsman for England and Wales                                                 professional bodies, ensuring that they          available.                                            and Legal Services Act 1990.
                      (Legal Services Ombudsman)                                                      conduct fair, thorough and efficient
                                                                                                      investigations. If shortcomings are
                                                                                                      detected, body may be required to re-
                                                                                                      investigate or be formally criticised. In
                                                                                                      some circumstances, compensation
                                                                                                      may be suggested.

Professional services Scottish Legal Complaints Commission   Scotland   Legal practitioners Ombudsman, Gateway for all complaints about legal Complaints form.                         Free                  Legal Profession and Legal
                                                                                            Mediation    practitioners conduct, handling and                                                                 Aid (Scotland) Act 2007.
                                                                                                         service. Deal with complaints about                                                                 Independent of government,
                                                                                                         handling and service and refer those                                                                funded by legal practitioners.
                                                                                                         about conduct to others. Redress may
                                                                                                         include explanation, action or
                                                                                                         compensation.
Public transport     Bus Appeals Body                        E&W        Bus services        Adjudication Joint initiative by the Confederation of In writing.                          Free                  Impartial forum, non-statutory
                                                                                                         Passenger Transport UK and Bus                                                                      committee.
                                                                                                         Users UK to give an independent
                                                                                                         review of passenger complaints.
                                                                                                         Suggest appropriate redress (if any) to
                                                                                                         the operator - no power to enforce this.

Public transport     Consumer Council for Northern Ireland   NI         Travel and Utilities Unspecified  Handles complaints about buses,              Online form or telephone.       Free                  Funded by the Department of
                                                                                                          trains, planes, ferries, natural gas,                                                              Enterprise, Trade and
                                                                                                          electricity, coal and water on behalf of                                                           Investment (DETI).
                                                                                                          consumer. Redress may include
                                                                                                          compensation.
Public transport     London TravelWatch                      England    Transport           Conciliation, Consider complaints about London             In writing, complaints form     Free                  Watchdog, sponsored and
                                                                                            Adjudication transport services and operators. No          available.                                            funded by London Authority
                                                                                                          details of redress available.
Public transport     Passenger Focus                         GB         Public transport    Mediation     Make representations on consumers'           In writing. Complaints form     Free                  Independent public body
                                                                                                          behalf to train companies where              available.                                            funded by DfT but independent
                                                                                                          consumer is dissatisfied with outcome                                                              by Act of Parliament.
                                                                                                          from the company. Broader remit wider
                                                                                                          than trains but do not handle
                                                                                                          complaints for other transport modes.
                                                                                                          No detail on redress.
Public transport     Passengers' View Scotland (Bus          Scotland   Buses               Unspecified Consider complaints relating to                In writing - letter or email.   Free                  Advisory body to Scottish
                     Passengers' Platform)                                                                punctuality, fares, staff, security, route                                                         ministers, set up under
                                                                                                          information, accessibility. No details of                                                          Transport (Scotland) Act 2005.
                                                                                                          redress available.
Telecommunications   Communication and Internet Services     UK         Communications      Adjudication Consider complaints against                   Application form.               Free                  One of two Ofcom-approved
                     Adjudication Scheme (CISAS)                                                          communications providers. Redress                                                                  ADR schemes. Administered
                                                                                                          includes apology, practical action or                                                              by IDRS.
                                                                                                          compensation. Aim to settle disputes
                                                                                                          within six weeks of receiving
                                                                                                          application.
Telecommunications   Communications Providers                UK         Communications      Mediation,    Means of solving disputes which fall         Application form.               All dispute schemes   Administered by IDRS.
                     Independent ADR Service                                                Adjudication outside the remit of Ofcom. No details                                        subject to fees.
                                                                                                          of redress available.
Telecommunications   Office of the Telecommunications        UK         Communications      Ombudsman Considers complaints about members.              Complaints form or contact by   Free                  One of two Ofcom-approved
                     Ombudsman (Otelo)                                                                    Redress may include apology,                 letter.                                               ADR schemes. Administered
                                                                                                          explanation, amended practices,                                                                    by The Ombudsman Service
                                                                                                          corrective action or compensation.                                                                 Ltd (funded by industry).
Timeshare           Resort Development Organisation         UK (Europe)   Timeshare           Conciliation, Investigate complaints against             Statement of claim form obtainable   Conciliation - free.         Pan-European direct
                                                                                              Arbitration   members, including breaches of code        by post.                             Arbitration - registration   membership organisation,
                                                                                                            of ethics (service standards) or                                                fee depends on claim         integrating national trade
                                                                                                            timeshare agreement. Redress may                                                amount.                      associations. Administered by
                                                                                                            include reprimand, suspension or                                                                             IDRS.
                                                                                                            expulsion of member or compensation
                                                                                                            award. Complainant must have been
                                                                                                            through RDO conciliation before
                                                                                                            seeking arbitration.
Transport           Air Transport Users Council             UK            Air travel           Mediation    Investigate complaints on behalf of air    Must be in writing.                  Free                         Funded by the Civil Aviation
                                                                                                            passengers - no powers to compel                                                                             Authority.
                                                                                                            service providers to accept view. No
                                                                                                            details of redress outlined.
Utilities           Consumer Council for Northern Ireland   NI            Travel and Utilities Unspecified Handles complaints about buses,             Online form or telephone.            Free                         Funded by the Department of
                                                                                                            trains, planes, ferries, natural gas,                                                                        Enterprise, Trade and
                                                                                                            electricity, coal and water on behalf of                                                                     Investment (DETI).
                                                                                                            consumer. Redress may include
                                                                                                            compensation.
Utilities           Consumer Council for Water              E&W           Water                Unspecified Help resolve complaints against water       Online form. Can also complain by    Free                         Representative body for
                                                                                                            companies. Customers entitled to           email, phone or in writing. Prefer                                consumers.
                                                                                                            guaranteed standards of service - if       written complaints.
                                                                                                            these are not met, they are entitled to
                                                                                                            compensation.
Utilities           Energy Adjudication Service             UK            Energy               Adjudication Consider disputes between consumers        Online application form.             Free                         Administered by IDRS.
                                                                                                            and member energy suppliers
                                                                                                            (Southern Electric,
                                                                                                            Scottish Hydro Electric, Swalec,
                                                                                                            Atlantic Electric and Gas). Outcome
                                                                                                            could be apology, practical action or
                                                                                                            compensation.
Utilities           Energy Ombudsman                        UK            Energy               Ombudsman Investigate complaints against energy         Telephone - Ombudsman will input Free                             Ofgem-approved.
                                                                                                            suppliers - resolution may include         information to complaint form, send                               Administered by The
                                                                                                            apology, practical action or financial     to consumer for signature and                                     Ombudsman Service Ltd
                                                                                                            award, as well as company changing         return.                                                           (funded by industry).
                                                                                                            policies.
Utilities           Waterwatch Scotland                     Scotland      Water                Ombudsman Investigate complaints against water          Email, telephone, letter. Online     Free                         Authority under Water
                                                                                                            and sewerage suppliers. No details of      form available.                                                   Services etc (Scotland) Act
                                                                                                            redress available.                                                                                           2005

GOODS

Boats, caravans,    National Caravan Council                UK            Caravan industry    Conciliation    Considers complaints about members.      Complaints form.                     Free                         Trade association.
trailers                                                                                                      No details of redress available.

Books, newspapers   Antiquarian Booksellers Association     UK            Books               Conciliation    Advise and assist in matters of dispute In writing.                           Free                         Trade body.
and magazines                                                                                                 against members in accordance with
                                                                                                              code of practice and disciplinary
                                                                                                              procedures. Breaches of the Code may
                                                                                                              result in reprimand, compensation
                                                                                                              order, suspension or expulsion.

Disability aids     British Healthcare Trades Association   GB            Healthcare and      Arbitration     Independent arbitration scheme           In writing.                          Free                         Trade association. CCAS
                                                                          assistive                           considers complaints against member                                                                        Code of Practice.
                                                                          technology                          compliance with code of practice.
                                                                                                              Redress may include repayment of
                                                                                                              costs, repair/replacement of product,
                                                                                                              amended procedures, compensation,
                                                                                                              warning, suspension or expulsion.
Furnishings         Carpet Foundation                      UK          Carpets            Conciliation, Consider complaints about members.           Conciliation Application Form to be Conciliation - free.       Lead body. CCAS Code of
                                                                                          Arbitration   First step for complaints about service,     provided by the retailer and        Referral to arbitration    Practice.
                                                                                                        advice, etc, is conciliation. If no          completed, signed, by both parties. bears a small fee.
                                                                                                        resolution through conciliation,
                                                                                                        consumer may refer complaint to
                                                                                                        arbitration (service provided by British
                                                                                                        Carpet Technical Centre). Complaints
                                                                                                        about non-compliance should be
                                                                                                        referred to the independent Non-
                                                                                                        Compliance Panel.
Furnishings         Furniture Ombudsman (FIRA)             UK          Furniture          Ombudsman, Code of Practice for furniture industry         Email or phone.                      Conciliation service is   Industry funded.
                                                                                          Conciliation, underpinned by dispute resolution.                                                free. £50 if taken to
                                                                                          Adjudication Investigate complaints against                                                     adjudication.
                                                                                                        members. Start with conciliation and
                                                                                                        move to adjudication as needed.
Furnishings         Kitchen Bathroom Bedroom Specialists   UK          Fitted furniture   Conciliation, Consider complaints against members          Must be in writing.                  Free                      Trade association. Arbitration
                    Association                                                           Arbitration   in relation to code of practice.                                                                            offered through IDRS.
                                                                                                        Conciliation followed in first instance
                                                                                                        (recommendations are not legally
                                                                                                        binding) but proceeded to arbitration as
                                                                                                        agreed.
Gardening           Leisure and Outdoor Furniture          UK          Garden furniture   Adjudication Council rules on disputes involving           No details of scheme access          Free                      Trade association.
                    Association                                                                         members. Member must accept ruling           available on website.
                                                                                                        as a fair settlement of the dispute.

Household           Radio, Electrical and Television       UK          Electrical         Conciliation    Consider complaints against members In writing.                                 Free                      Trade association.
appliances and      Retailers' Association (RETRA)                     appliances                         selling domestic electrical products. No
electrical goods                                                                                          details of redress available.

Household           Technology Channels Association        UK          Computers          Conciliation    Consider complaints about members,         In writing.                          Free                      Trade body.
appliances and                                                                                            including breaches of code of practice.
electrical goods                                                                                          Redress may include practical action;
                                                                                                          disciplinary action considered if this
                                                                                                          fails.
Medical goods and   Optical Consumer Complaints Service    UK          Opticians          Mediation       Consider complaints relating to optical    Phone, letter or email.              Free                      Funded by the General Optical
services                                                                                                  goods and services received in an                                                                         Council
                                                                                                          optical practice. No details of redress
                                                                                                          available.
New cars            Motor Codes Ltd                        UK          New cars           Conciliation,   Subsidiary of Society of Motor             Phone, letter, email or complaints   Conciliation - free.      Code of Practice for New Cars
                                                                                          Arbitration     Manufacturers and Traders Ltd              form.                                Arbitration - fee         is a CCAS Code. Codes for
                                                                                                          responsible for self regulation of motor                                        dependent on claim        Car Servicing and Repair, and
                                                                                                          industry through codes of practice (new                                         amount.                   Vehicle Warranty Products are
                                                                                                          cars, vehicle warranty, service and                                                                       working towards CCAS
                                                                                                          repair). Consider complaints                                                                              approval.
                                                                                                          concerning code breaches.

New cars            Retail Motor Industry Federation       E, W & NI   Motor cars         Conciliation,   Joint Code of Practice with SMTA.          Must be in writing.                  Conciliation - free.      Trade association.
                                                                                          Arbitration     Consider complaints relating to                                                 Arbitration - low cost.
                                                                                                          member garages and authorised
                                                                                                          dealers.
New cars            Scottish Motor Trade Association       Scotland    Motor cars         Conciliation,   Joint Code of Practice with RMI.           Must be in writing.                  Conciliation - free.      Trade association representing
                                                                                          Arbitration     Consider complaints relating to                                                 Arbitration - low cost.   all aspects of industry (sales,
                                                                                                          member garages and authorised                                                                             repair, ancillaries).
                                                                                                          dealers.
Non-specific        Direct Selling Association Ltd (DSA)   UK          Direct selling     Adjudication    Independent Code Administrator             Complaint should be in writing -     Free                      Trade association. CCAS
                                                                                                          investigates breaches of code of           email or post. Investigation                                   Code of Practice.
                                                                                                          practice. If breach is found, redress      normally conducted entirely in
                                                                                                          may include repayment of money,            writing.
                                                                                                          replacement of product or payment of
                                                                                                          compensation. Decision is binding on
                                                                                                          member but not complainant.
Non-specific          IMRG (ISIS)                           UK          Internet retailing   Unspecified   Consider complaints against retailers   Email, enquiry form.                     Free                      Accreditation scheme.
                                                                                                           signed up to the ISIS (Internet
                                                                                                           Shopping Is Safe) accreditation
                                                                                                           scheme. No details of redress outlined.

Non-specific          Safebuy                               UK          Internet retailing   Mediation,    Seek to facilitate a resolution of a     Must be in writing - email or letter.   Mediation - free.         Accreditation scheme. Working
                                                                                             Arbitration   dispute between member retailer and                                              Arbitration - low cost.   towards CCAS approval.
                                                                                                           consumer. If unsuccessful, arbitration                                                                     Arbitration scheme operated
                                                                                                           may be offered. Also consider                                                                              by Chartered Institute of
                                                                                                           disciplinary action for breaches of code                                                                   Arbitrators.
                                                                                                           of practice.
Other personal goods British Antique Dealers' Association   GB          Antiques             Arbitration   Consider complaints against members - No details of scheme access                Free                      Trade association.
and services                                                                                                judgement as to whether object was      available on website.
                                                                                                           correctly described at time of sale. No
                                                                                                           details of redress available.

Second hand cars      Retail Motor Industry Federation      E, W & NI   Second hand cars Conciliation,     Joint Code of Practice with SMTA.         Must be in writing.                    Conciliation - free.      Trade association.
                                                                                         Arbitration       Consider complaints relating to                                                  Arbitration - low cost.
                                                                                                           member garages and authorised
                                                                                                           dealers.
Second hand cars      Scottish Motor Trade Association      Scotland    Second hand cars Conciliation,     Joint Code of Practice with RMI.          Must be in writing.                    Conciliation - free.      Trade association representing
                                                                                         Arbitration       Consider complaints relating to                                                  Arbitration - low cost.   all aspects of industry (sales,
                                                                                                           member garages and authorised                                                                              repair, ancillaries).
                                                                                                           dealers.

				
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Description: Business Apology Letter document sample