Dispute Resolution & Complaints Policy

At Tru‑Plas Limited, we are committed to delivering high-quality service and ensuring every customer is treated fairly, respectfully, and promptly. If something goes wrong, we take complaints seriously and aim to resolve issues quickly and efficiently.

Dispute Resolution

In the event of an unresolved issue, customers can refer their case to our independent alternative dispute resolution (ADR) provider: Dispute Assist, a trading style of QASSS Ltd.

Contact Details for Dispute Assist:
QASSS Ltd
11th Floor, 3 Piccadilly Place
Manchester, M1 3BN
Tel: 0161 676 0919
Email: info@dispute-assist.co.uk
Website: www.dispute-assist.co.uk

Independent Inspections

During mediation or conciliation, the mediator may request an independent forensic defect analysis report to assess the installation. This ensures a fair, technical evaluation of the issue. All parties will receive a copy of the report and be given time to review it before mediation continues.

Decision-Making Process

When reaching a decision, we take into account:

  • Both sides of the story

  • Relevant laws, regulations, and codes of practice

  • Industry standards and best practices

Once a decision is made, we will provide the outcome in the customer’s preferred format (e.g. email or post). A reasonable amount of time will be given for the customer to consider the outcome.

If the customer does not accept our decision, they retain their full legal rights and may pursue the matter in court. However, we strongly recommend referring the issue to the Dispute Assist Expert Determiner before beginning legal action.

If we discover that either party has deliberately misled us, we reserve the right to withdraw from the dispute process at any point.

Compromise Agreements

Important points to note:

  • Customers are not obliged to accept the proposed resolution

  • Taking part in the ADR process does not prevent court action

  • The outcome may differ from a legal ruling

  • Where Tru‑Plas is part of a client scheme, the agreement is binding on us but not on the customer

  • Adequate time will be given for consideration of any proposal

Expert Determination

If a resolution cannot be agreed upon through mediation, the case may be referred to the Expert Determiner at Dispute Assist. Most cases are resolved in-house without needing this stage, thanks to Dispute Assist’s high resolution rate.

To escalate a dispute, contact:
Tel: 0161 676 0919
Email: info@dispute-assist.co.uk
Post: QASSS Ltd, 11th Floor, 3 Piccadilly Place, Manchester, M1 3BN

Tru‑Plas Complaints Procedure

We handle all complaints in line with the following steps:

1. Acknowledgement:
We will acknowledge your complaint within 5 working days of receipt.

2. Investigation (Stage 1):
We will investigate the issue and aim to provide a final response within 4 weeks. If more time is needed, we will send an update.

3. Investigation (Stage 2):
If the complaint is still unresolved, we will aim to issue a final response within 8 weeks of receipt. If this is not possible, we will explain why and provide a timeline.

4. Further Action:
If more than 8 weeks have passed without a final response, or if the customer is unhappy with the outcome at any stage, they may escalate the complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

Contact Details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk

Important:
Customers must refer their complaint to the FOS within 6 months of the date of the final response.

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