National Custom & Self Build Association

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National Custom & Self Build Association (NaCSBA)

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Useful documentation

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Useful documentation

Scheme Rules

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Conciliation Guide

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How to complain to your provider

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How to make an effective claim to CEDR

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How we help you make a complaint

What we can do

Cases must be completed within 90 days of the complete case file being received, as required by UK legislation. However, the average time taken to complete the process is generally considerably quicker. The parties will be notified once the complete case file is received by the conciliator and the ADR procedure has commenced.

Please note that we can only accept applications in English and the conciliation process is done entirely in English.

How we do it

The process begins on the date of the acknowledgement of a valid application from the customer. Once we accept the application, we will send a copy of it to the company with a Response Form which they are required to complete and return to CEDR within 14 days.

Following receipt of the Response Form from the company a copy will be sent to the customer and CEDR will confirm the identity of the Conciliator within 7 days.

All the documents relating to the case that have been provided by the parties will be provided to the Conciliator who will endeavour to conclude the Conciliation within 28 days of their appointment.

If the parties do not reach a solution between themselves after discussions with the Conciliator, then they will suggest to the parties recommendations for settlement in writing

If a solution is found or is accepted by the parties as proposed by the Conciliator, then the Conciliator will record that solution in writing and send it to the parties (via CEDR) in the form of an Outcome Statement (the Statement), for signature via an online portal. The parties must sign the Statement within 14 days of the date on which the Statement is provided. Any amendment to the Statement at this stage, other than for minor clerical errors, will be regarded as notifying a failure to agree.

If the Statement is signed by both parties within the timescale, CEDR will advise the parties accordingly and transmit a copy to both parties. At this point the agreement becomes a binding contract and the parties must then take action to comply with the agreed outcome.

What you need to do

You must raise your complaint with the company who undertook work as soon as possible. If the company is unable to resolve your problem to your satisfaction within 14 days, you can escalate the complaint to National Custom & Self Build Association (NaCSBA). They will then refer your matter to CEDR for independent conciliation at the end of their own complaint review process.

Please read our Conciliation Guide prior to submitting a complaint. Please note that the conciliated solution may be different from an outcome determined by a court applying strict legal principles.

Please note that you are able to withdraw your case prior to the issuing of the settlement agreement. We note that the agreement will provide details to both parties on how the outcome was reached by the conciliator.

Complaints about CEDR

What if I have a complaint about CEDR?

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below.

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference