NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 25
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GUIDANCE FOR LEISURE VEHICLE
Leisure vehicle dealerships and ADR
DEALERSHIPS
Under this guide certain disputes may
This is what the dealership should follow to
be referred to and considered by the ICE.
meet the Standard opposite
Where an eligible dispute is referred, you are
expected to participate, cooperate and agree
When access to the ICE is available
the process, be bound by the decision and to
If the complaint is not resolved amicably
honour any award made against you by the
between you and the customer, and the
ICE.
complaint has also been referred to (and was
eligible for) the NCC IDRS, then the customer
An award made under the ICE process
may be able to access the ICE service.
does not negate any statutory rights of
the consumer or their rights to go to an
Once a matter is referred to the ICE, the
accredited ADR body or to court.
NCC IDRS has no further involvement with
the complaint. All eligible disputes will be
Disputes which cannot be considered by the
concluded as speedily and effectively as
ICE are listed in Appendix 2.
possible. Once a decision is made any award
must be made to the customer within 14
In the event that a complaint cannot
working days unless otherwise directed by
be resolved / becomes deadlocked you
the ICE.
have a legal duty to comply with the ADR
Regulations and ensure that the
Process
complainant is made aware of the relevant
This is outlined in Appendix 2.
process to access an ADR accredited provider.
A list of CTSI Approved ADR providers can be
Your customer can decide whether to
found here: https://www.tradingstandards.uk/
accept the final decision of the ICE
consumer-help/adr-approved-bodies/.
The decision of the ICE is final but does not
affect your customer’s statutory rights if they
remain dissatisfied and decide to approach
an accredited ADR provider or take court
action instead.
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