COMPLAINTS HANDLING TPTraditional Painter is a Full Member of
The Dispute Resolution Ombudsman ADR scheme
In the unlikely event of a customer complaint, if we cannot resolve it in-house, and the client is still unhappy, we will ask them to refer their complaint to the Dispute Resolution Ombudsman. This is our certified Alternative Dispute Resolutions (ADR) provider.
They are licensed by Trading Standards and offer a free, impartial and independent service to consumers whose complaints have not been dealt with satisfactorily.
“Consumers can be inspired by the voluntary decision of a business to commit to Full Membership of one of our services because our decisions are binding and a breach of our Code of Practice could be held to be in contravention of the Consumer Protection from Unfair Trading Regulations 2008.”
We have taken this extra step because we want to, not because we have to! *See below
Clear, simple and no catches complaints procedure
In the unlikely event of a complaint about Traditional Painter services:
Our policy is to resolve all and any issues to our clients’ satisfaction at the time the issue is raised. So far, so good.
If we cannot resolve an issue there and then, we will refer you to our
COMPLAINTS HANDLING PROCEDURE (PDF)
If we cannot resolve the matter to our clients’ satisfaction within 8 weeks, we will ask the client to refer the matter to the independent Dispute Resolution Ombudsman. There is no cost to the client.
We will be legally obliged to implement all recommendations from the Dispute Resolution Ombudsman within 28 days of their ruling.
Please note, only work carried out by these approved members of Traditional Painter is covered by this legally binding ADR agreement.
* SMALL PRINT CONVENIENTLY OVERLOOKED! It is a legal requirement for all painting companies to direct clients to a certified 3rd party ADR, to resolve a complaint that cannot be resolved in-house. Unfortunately it is not a legal requirement for a painting company to actually take any notice of the 3rd party’s recommendations!
However, as a Full Member of the Dispute Resolution Ombudsman we are legally obliged to uphold the judgement of our appointed third party adjudicator. This means that Traditional Painter clients need not go through the courts to get a legally binding resolution to a complaint.