Received a complaint from a customer and not sure how to handle the situation? Alternative Dispute Resolution (ADR) is a means of settling disputes without resorting to the courts. Settlement of disputes is typically faster and cheaper for both the consumer and trader when using ADR.

The National Conciliation Service is an independent CTSI certified ADR provider that can help you prevent detrimental disputes and restore good customer relationships.

This key service is part of your membership and provides reassurance and peace of mind to both member and consumer.

There are different levels of ADR available through the NCS: Mediation/Conciliation, Arbitration, and Legal Representation.

IGA members can:

• Promote your membership to customers
• Inform customers about the benefits of dealing with their business as a member of the IGA
• Advise your customers of the Conciliation and Arbitration service should need arise
• Solve your dispute amicably and fairly, without court hearings

www.nationalconciliationservice.co.uk

ADR Legislation

As a member of the Independent Garage Association, a trade body which provides an ADR service for its members, you are required to provide information about your ADR provider on your website and in any contractual terms with customers.

If you haven’t added this information to your website or contracts yet, you can copy and paste the paragraph below we have created for you to use:

“We are subscribed to the National Conciliation Service (NCS) which is the UK’s certified automotive retail Alternative Dispute Resolution (ADR) provider. As one of our customers, you are able to use the NCS if you feel we have not internally been able to resolve your complaint.

The NCS has been certified by the Chartered Trading Standards Institute (CTSI) as compliant with UK and EU regulations in respect of ADR.”