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How It Works

Consumers of CRS Members can rest easy knowing that they can take their complaint that one step further should they need to.


The below sets out the CRS complaint process.

  1. 1.

    In order for us to take this complaint forward, the Service Provider must be a Member of the Consumer Redress Scheme - please check the Member Directory.

  2. 2.

    The Complainant must show that a formal written complaint has been sent to the Member within 12 months of the incident related to the complaint occurring.

  3. 3.

    The Complainant has allowed a minimum of 8 weeks for the Member to investigate the matter and respond fully.

  4. 4.

    After the Member’s final response to the complaint or after the Complainant has waited 8 weeks from sending the complaint letter and the Complainant has not received a response, a complaint can be referred to us within 12 months of the formal letter of complaint being sent to the Member.

  5. 5.

    A complaint form needs to be completed either online or sent by post.

We are required to put these time limits in place to enable us to deal with complainats fairly and they are deemed reasonable under the Arbitration Act 1996.

More About The Complaint Process

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