About the Approved Code Scheme

Originally set up by the Office of Fair Trading - the former UK Government department responsible for consumer affairs - the Approved Code Scheme has been in existence, in one form or another, since 2001.

Its chief aim has always been to protect UK consumers - by making it easier for them to identify trustworthy and dependable businesses - while also working to raise standards in businesses operating across its key sectors. This dual approach - helping consumers find good businesses AND supporting those businesses that go the extra mile to help their customers (above and beyond what the law demands) - is central to the scheme's success.

Introduction to the Scheme

back to index ↑

The idea of Consumer Codes was first mentioned in the Fair Trading Act 1973 but the scheme was not introduced until 2001, by the Office of Fair Trading (OFT) - the former UK Government department responsible for consumer affairs between 1973 and 2014. Then, as part of the 2012 ‘consumer landscape review’, the 'Coalition' Government asked the Chartered Trading Standards Institute (CTSI) to develop a direct successor to the OFT scheme. Whereupon, from April 2013, management of the Scheme (then, called the Consumer Codes Approval Scheme or CCAS) passed to the new Consumer Codes Approval Board (CCAB) - supported by CTSI.

Fast forward to June 2024 - with 18 Code Sponsor organisation and nearly 45,000 Code Member businesses - and the consumer-facing name of the scheme was changed from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. This was to clear up some longstanding confusion over the Scheme's identity, while recognising the influence of the Approved Code Logo over the previous decade. At the same time, we moved our web presence to a dedicated section of CTSI's website - and updated the Approved Code Logo. And, now, we believe we're better-placed to grow the Scheme than at any time in it's entire 23 year history. Exciting times!

What's the purpose of the Scheme?

back to menu ↑

Based on the concept of facilitated self-regulation, the Approved Code Scheme aims to reduce 'consumer detriment' - by establishing core principles of effective customer service and consumer protection that go beyond the obligations laid out in Consumer Law.

When these principles are reflected in sector-specific Codes of Practice, businesses are able to measure themselves against an evolving benchmark - raising standards ever higher across their sector. And, by displaying the Approved Code Logo, consumers are also given a clear signal that a Code Member business can be trusted. Consumer Codes of Practice are only approved, if they can clearly demonstrate that they are contributing to this objective. And the approval of Codes is a rigorous and intensive process for Code Sponsors.

How is the Scheme run?

back to menu ↑

While the Approved Code Scheme was originally launched by the OFT, management was transferred to the Consumer Code Approval Board (CCAB) in 2013. As a not-for-profit Community Interest Company (CIC), the CCAB was set-up to independently oversee the direction of the Scheme (with advice and scrutiny from the Code Sponsor Panel). However, the day-to-day running of the Scheme is handled entirely by the staff of the Chartered Trading Standards Institute (CTSI).

Consumer Code Approval Board (CCAB)

The Consumer Codes Approval Board (CCAB) - referred to as the Codes Board or, simply, as the Board - acts as 'overseer' of the scheme, exercising ultimate authority over which Codes of Practice gain Approval. Set-up as a Community Interest Company (CIS) - a special type of limited company that exists to benefit the community, rather than private shareholders - it consists of up to seven members and is responsible for managing the Approved Code Scheme's fiduciary duties, ensuring compliance with the CIC Regulator, and establishing the Core Criteria for Code approval. The CCAB also determines the budget requirements and approves the subscription methodology and fees. It meets several times a year.

Code Sponsors Panel

The Code Sponsors Panel is comprised of senior representatives from a number of the Code Sponsor organisations - bringing a trade perspective to the running of the Scheme. Its chief role is to monitor and evaluate the decisions of the CCAB and the work of CTSI. At the same time, it offers advice and guidance on a number of key areas - including general expenditure, the Strategic Vision of the Scheme, adaptations to the Core Criteria, and sales, marketing and communications activities. It is also responsible for engaging with new Code Sponsors.

Chartered Trading Standards Institute (CTSI)

Since 2013, the Chartered Trading Standards Institute (CTSI) has been responsible for the day-to-day running of the Scheme and its staff fulfil all of its core operational functions. These include conducting the Code Audits, handling the Scheme's sales, marketing, communications and digital activities, while performing all of its administrative duties too.

As one of the world's oldest consumer protection bodies, CTSI is one of the main UK Government-endorsed organisations specifically responsible for raising standards amongst businesses - in part, to ease the pressure on its members working in Trading Standards all around the UK. Its approach, of helping good businesses meet their legal obligations - while taking clear steps to better care for their customers - is precisely what makes the Approved Code Scheme particularly attractive to the tens of thousands of good, honest businesses that make up its membership.

VISIT : The Chartered Trading Standards Institute's Homepage

Glossary of Terms

back to menu ↑

The Approved Code Scheme includes a number of terms you might not be familiar with. Which is why we've tried to explain some of them here. However, if there are others you would like us to include in this Glossary, then please let us know: [email protected]

Code Sponsors

A Code Sponsor is a member-based organisation - including both trade associations and fully-commercial businesses with their own networks - with a consumer-focused Code of Practice that aims to influence and raise standards amongst its membership. To be part of the Approved Code Scheme each Code of Practice has to be approved - and regularly audited - by the Chartered Trading Standards Institute (CTSI). The Code Sponsor then promotes and protects their Approved Code amongst their members and their prospective members.

Find out more about our Code Sponsors in the Approved Code Directory

Code Members

Code Members are the businesses who form part of each individual Code Sponsor's network. They have agreed to abide by their sector-specific Consumer Code of Practice, as approved by the Chartered Trading Standards Institute. In most instances, they are the only part of the Approved Code Scheme the customers might come into contact with - unless they break their Code. I which case the customer can appeal to the Code Sponsor organisation and their nominated Alternative Dispute Resolution (ADR) body.

Consumer Detriment

This term refers to the harm or loss people experience when goods or services fail to meet their expectations. It can involve issues with quality, performance, delivery conditions, unfair contract terms, or paying more than reasonably expected. Consumer Detriment can also be 'hidden', when people are unaware they have experienced it - for example, when they have been deceived into buying unnecessary goods or services (e.g. unneeded car or roof repairs), or have overpaid for products (e.g. buying more expensive items than they need). It amounts to a major problem, with Citizen's Advice estimating more than a third of the UK population are directly affected every year - at an annual cost of tens of billions of pounds.

Consumer Codes Approval Scheme (CCAS)

The original name of the Approved Code Scheme, prior to June 2024 (and the name still used in some older, contractual and B2B documentation). As the Consumer Codes Approval Scheme (CCAS) more accurately describes the main process that happens behind the scenes, it was decided that the consumer-facing name of the scheme should recognise familiarity with the consumer-facing logo - hence the Approved Code Scheme.

Alternative Dispute Resolution (ADR)

Alternative Dispute Resolution (ADR) refers to methods of resolving conflicts outside of the court system. It includes mediation, arbitration, negotiation, and other techniques aimed at reaching a solution without going to trial. ADR is often preferred for its cost-effectiveness, speed, and informality compared to traditional litigation. Its processes are facilitated by trained professionals who help parties communicate, identify issues, and work towards a mutually acceptable resolution.

It is widely used in various fields such as family law, employment disputes, and commercial conflicts - and in many highly-regulated industries, such as financial services, energy, and telecoms. The Approved Code Scheme requires all of its business members to offer ADR across a range of unregulated (or semi-regulated) sectors.

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.