Consumer complaints can be the bane of every contractor’s life. Every company at some time will get a complaint from a consumer, some are justified some are not. It is said that the true picture of how good a company is can be measured by how well they deal with their consumers when it all goes wrong!
So, what is a complaint?
Simply put, it is a statement or record of dissatisfaction. As you can see from this statement this can be very subjective because what is unsatisfactory to one person may not be to another. When complaints eventually get referred to us at Certass, it’s usually because communication has broken down between the contractor and their customer.
After all, our contractors know their job and if there is a complaint they will be aware of it and often have taken every measure to resolve the matter. It is rare to find the contractor wholly at fault, but when we at Certass do find that there are matters to be addressed, it is almost unheard of for the contractor not to be willing to work with us to remedy the situation to completion. All Certass contractors with an active membership must fully engage in our complaints process to find a resolution for the homeowner.
What happens if I cannot resolve my customer’s complaint?
We know how much time and energy complaints consume that would be best spent on growing your business, we can help you. As a Certass member we can offer you a low-cost alternative to court proceedings to manage your complaints with our own Alternative Dispute Resolution (ADR) service.
Some of you will be aware that pursuing a case through the courts can often be drawn out and costly so having a process where an independent and impartial third party considers the evidence to the dispute and makes a decision which can be very beneficial to both you and your customer. All you have to do is prepare a case file and our mediator will do the rest. Our mediator has a success rate of over 90%. So, as you can see in the vast majority of cases we can help you resolve your complaints without court action, the associated bad publicity, time, and cost to your business.
How much will it cost me to use the Certass ADR mediation service?
The good news for all Certass members is that you are eligible for 1 FREE mediation per membership year where your contract value exceeds £100. In the unlikely event, you have more than one complaint per year requiring our mediation service, the fee per complaint will be £50 plus VAT. Where you and your customer agree on a resolution, the mediator will prepare an agreement which is legally binding on both parties.
How much will it cost the consumer to use the Certass ADR mediation service?
We charge the consumer a nominal fee of £35 including VAT for contract values exceeding £100 where the complaint does not include a breach of the Building Regulations. We believe this ensures the consumer is fully engaged in the ADR process.
But what if me and my customer still don’t agree on how to settle the dispute?
Don’t worry, all is not lost If a suitable resolution cannot be found for both you and your customer within the allotted time, we can then offer our Med/Arb (Mediation/Arbitration) option where you and your customer agree to the decision of an independent arbitrator which is legally binding on both parties.
How much will it cost me to use The Certass Med/Arb service?
The fee charged to use this service is the same for you and your customer which is £199 including VAT per party. We will of course carry out a full technical report on the installation within the fee which is made available to the Arbitrator to aid in the decision-making process.
For more information contact us on 01292 292099.