NaCSBA Code of Practice

A condition of NaCSBA membership is that all members who market, sell or contract with consumers agree to abide by the following core principles.

As a consumer dealing with a NaCSBA member, you can expect:

• Truthful adverts and marketing materials
• Clear, helpful and adequate pre-contractual information
• Clear and fair contracts
• Staff who understand and comply with this Code
• An effective internal complaints procedure
• Access to an Alternative Dispute Resolution (ADR) process if a problem cannot be resolved directly
• If you have a dispute with a NaCSBA member that cannot be resolved between you, you may request that the NaCSBA Complaints Procedure is followed. A member may also propose this, but the choice to proceed always rests with you as the consumer.

NaCSBA has appointed the Centre for Effective Dispute Resolution (CEDR) as an independent external ADR provider for disputes that cannot be resolved at the earlier stages of this process.

The cost of CEDR being involved in a dispute is currently £500. The consumer contributes £100 towards this cost, with the remainder split equally between NaCSBA and the member.

The NaCSBA Complaints Procedure and CEDR's involvement are both processes of conciliation. Neither makes binding decisions or judgements. Their role is to help the parties reach a voluntary agreement.

The NaCSBA Complaints Procedure

Step 1 — Raising a Complaint

To begin the process, please email NaCSBA's CEO via info@nacsba.org.uk. The CEO will instruct the current Chair of the Complaints Sub-Committee (CCSE) to register your complaint and send you a standard questionnaire to gather the background details.

To proceed, the questionnaire will confirm that you:

• Have already complained in writing directly to the member at least 14 days before contacting NaCSBA
• Have not initiated legal action against the member
• Want the member to rectify the complaint (NaCSBA cannot intervene if the problem has already been resolved by another party)
• Are willing to complete the official Dispute Form
• Are content to contribute £100 towards the cost of the ADR process if it proceeds
• Will return the completed Dispute Form within 28 days

Step 2 — Eligible Complaints

The procedure covers the following types of complaint made by a consumer against a NaCSBA member:

• Failure to deliver goods
• Failure to deliver services
• Failure to deliver to an agreed standard of quality
• Failure to deliver within an agreed timescale
• Amending agreed prices without the consumer's prior consent
• If the complaint is against a company that is not an active NaCSBA member, falls outside these categories, or if the questionnaire requirements are not met, the CCSE will advise you accordingly and, where possible, direct you to another organisation that may be able to assist (for example, Citizens Advice).

Step 3 — Members with Their Own ADR Process

This procedure applies only to NaCSBA members who are not already enrolled in a separate ADR scheme through, for example, the Financial Conduct Authority or another regulator or trade association. Where a member has their own ADR procedure in place, you will be directed to that process as the appropriate first route.

Step 4 — Initial Resolution Attempt

If the CCSE determines that the complaint is valid and involves a current NaCSBA member, they will contact the member in writing, requesting that they attempt to resolve the matter within 28 days. If you are satisfied with the outcome and notify the CCSE in writing, the matter will be considered closed.

Step 5 — Complaints Committee Review

If the complaint is not resolved at Step 4, the CCSE will summarise the case and forward it to the NaCSBA Complaints Sub-Committee within 7 days. The Committee will be convened with at least 3 members of the NaCSBA Board present.

Step 6 — Case to Answer Decision

The Complaints Committee will determine whether there is a case to answer within 14 days. If not, both you and the member will be notified accordingly.

Step 7 — Referral to CEDR

If there is a case to answer, the CCSE will inform the member that the matter is being referred to CEDR for conciliation. At this stage, the member and the consumer will both be reminded of their obligations to contribute to the conciliation costs.

Step 8 — CEDR Conciliation Procedure

The CEDR procedure is conducted in accordance with the CEDR Independent Conciliation Scheme for Consumers (www.cedr.com/consumer). The process runs as follows:

• CEDR will acknowledge receipt of a valid application within 14 days
• The member will receive a copy of your application and a Response Form to complete and return within 14 days
• A Conciliator will be appointed within 7 days of CEDR receiving the member's response
• The Conciliator will aim to conclude the process within 28 days of their appointment
• The Conciliator will communicate with both parties by phone, video call or email, individually or jointly, to explore possible solutions
• If no agreement is reached through discussion, the Conciliator will propose written recommendations for settlement
• If an agreement is reached, it will be recorded in an Outcome Statement, which both parties must sign within 14 days via an online portal. Once signed, the agreement becomes a binding contract
• If either party does not sign within 14 days, the conciliation will be concluded without resolution
  Copies of agreed Statements will be shared with NaCSBA on a confidential basis for training and quality purposes
• CEDR reserves the right to amend this procedure from time to time

Step 9 — Final Committee Decision

If conciliation does not resolve the matter, it will be referred back to the NaCSBA Complaints Committee, which may:

a. Dismiss the complaint as unresolvable by NaCSBA and take no further action, or

b. Recommend termination of the member's NaCSBA membership for ratification by the NaCSBA Board, where multiple complaints have been received or the member's conduct is considered to bring NaCSBA into disrepute.

Last reviewed: June 2026