Disputes between a consumer and an installer can happen for a variety of reasons. ADR is designed to work with both parties to resolve complaints informally. A mechanism to do this is mediation, which is where a neutral person works with both parties to reach a settlement.

The mediator will speak with the consumer and installer to understand their perspectives and then try to negotiate an agreement. If the mediator feels that an independent inspection of the installation is required, then this will be arranged. The inspection report is designed to provide the facts about the condition of the installation and identify any remedial works required. This helps both parties to see the facts and reach an agreed solution.

Part of our Scheme requirements for Flexi-Orb Certified installers is that they are a member of a CTSI Approved Consumer Code, ensuring their customers have free access to Alternative Dispute Resolution in the event of a complaint they cannot resolve themselves following their own internal complaints procedure.