ASSOCIATION NEWS

BPCA is pleased to announce we are now an Alternative Dispute Resolution (ADR) scheme provider, through the Chartered Trading Standards Institute.

An ADR scheme is a way of resolving disputes between consumers and traders that don't involve going to court.

BPCA Chief Exec, Ian Andrew said:

“Many ADR schemes exist and you can pay significant sums to be part of one. 

“That’s why BPCA has sought to be accredited as an ADR scheme provider, so our members do not have to pay for this service.” 

Members will have free access to the ADR scheme provided through BPCA, a significant benefit that will give your customers more confidence when choosing your services. 

Natalie Bungay, BPCA Technical and Compliance Manager, commented:

“Every business owner will have a client complaint eventually. Normally you’ll deal with it yourself and come to a happy resolution for everyone. 

“However, if the client relationship breaks down, BPCA can step in to help with the complaint through our formal ADR procedure.

“Giving your clients an independent third-party to talk to before they call trading standards is a huge bonus for members.”

She continued, “The process to get accredited as an ADR scheme provider is a lengthy one, so we’re really pleased to have been certified and we’re looking forward to equipping our members with another benefit that will enhance their business offerings going forward.”

Next steps for members

BPCA members can now promote they’re a part of an ADR scheme on your website or documentation. 

Our suggested wording is:

“[YOUR COMPANY] is a part of an Alternative Dispute Resolution (ADR) through our membership of the British Pest Control Association (BPCA). By choosing us as your contractor, you can be assured that a third-party service is available for mediation should you ever need it”.

WANT TO LEARN MORE?

Get in touch: 

complaints@bpca.org.uk
bpca.org.uk/complaints

The law behind ADR

Alternative Dispute Regulations 2015 introduced the need for traders doing business with consumers to be able to point to an ADR scheme when in dispute.

The regulations did not make participation in ADR schemes mandatory for traders, but required almost all businesses which sell directly to consumers - and cannot resolve a dispute in-house - to point them to a certified ADR scheme and declare whether or not they intend to use that scheme.

The government has been slow to ensure this regulation has been adopted, however ADR has come back into focus as it is a key element of necessary post-Brexit legislation.

The Digital Markets, Competition and Consumers Bill is working its way through Parliament at the moment and it lays down a duty on the trader to notify consumers of ADR arrangements and will cover:

• The making of the contract
• Anything done by the trader before or after making the contract
• Any obligations of the trader under or relating to the contract
• The performance by the trader of its obligations under or relating to the contract. 

The Bill states the trader must, when communicating the outcome of the trader’s consideration of the complaint to the consumer, also inform the consumer about any ADR or other arrangement that is available if the consumer is dissatisfied with the outcome.