The Approved Code Scheme is operated by the Chartered Trading Standards Institute

1 Sylvan Court Sylvan Way SS15 6TH Basildon, Essex, UK

Contact or Complain

If you need to contact someone about a Code Member (a business) or a Code Sponsor (membership organisation), then please consult the relevant section below - to find the organisation who will best be able to answer your query or address your complaint. Similarly, if you want to contact us about the Approved Code Scheme itself - to enquire about joining, any other operational matters, or to talk to our Press and Media team - then you can do that to.

IMPORTANT

The Approved Code Scheme operational team (at CTSI) can't answer any questions about individual businesses, or even address any complaints against them. Instead, you should consult the relevant Code Sponsor organisation's Disputes and Complaints section, where you can access their contact details and formal complaints procedures (see the Code Sponsor Procedures section below).

If you're a consumer (i.e. a customer) and wish to complain about a business that you know to be a Member of the Approved Code Scheme (for instance, if you've seen them displaying the Approved Code Logo), these are your options:

STEP 1 :  Contact the business

First, give the business the opportunity to resolve the issue. Remember, only decent businesses are permitted entry to the Approved Code Scheme, so if you take a reasonable approach with them, they should be reasonable with you. Of course, you could also mention that you know about the Approved Code Scheme, have consulted their Approved Code of Practice (see the Code Sponsor - Disputes and Complaints Advice below), and are familiar with their commitment to enhanced consumer protections. In the majority of cases, this calm, collected and informed approach will get their attention - and earn you a prompt response. 

STEP 2 :  Complain to their Code Sponsor

If STEP 1 didn't work (e.g. if you've encountered a rogue employee, or the business has recently changed hands), you can complain to the relevant Code Sponsor organisation. Their Code Sponsor may be a membership organisation, a trade association or a commercial network - but all are respected bodies in their sector. They administer the Code of Practice that the business has signed-up to and it is their responsibility, under the terms of the Approved Code Scheme, to ensure that all of their Members (including the business you are in dispute with) stick to the rules. Their reputation - and the reputations of their other members - depends on it. And that's why they have tried and tested procedures for ensuring compliance (all Approved by CTSI), or for helping consumers who have been treated in a way that contravenes their Code of Practice. Click the relevant Code Sponsor (in this list) to view their Disputes and Complaints processes.

STEP 3 : Alternative Dispute Resolution

Code Members and Code Sponsors are required to provide you with access to Alternative Dispute Resolution (ADR). This refers to methods of resolving conflicts outside of the court system - which is often preferred for its cost-effectiveness, speed, and informality, compared to traditional litigation. Each Code Sponsors has their own recommended ADR provider, which is listed on their website and also in the Disputes and Complaints section of their individual profile page on this website (please refer to the list below).

STEP 4 : Citizen's Advice + Legal Recourse

In those rare circumstances where, after having completed the first three steps, you are still unable to resolve your complaint, please contact our colleagues at the Citizens Advice Consumer Service here (applies to England and Wales - but the Scottish and Northern Irish services are listed on that page too). They are trained to deal with consumer rights issues and will be able to advise you on your best next steps - including, if necessary, how to navigate the Courts system and whether or not you need to engage the services of a solicitor (or other legal representative).

IMPORTANT :  Chartered Trading Standards Institute (CTSI) staff cannot advise on complaints nor respond to any enquiries about individual businesses. While CTSI handles the day-to-day operations of the Approved Code Scheme (including approving and auditing each Code of Practice), every business is a member of a Code Sponsor organisation (that's how membership of the scheme is structured). It is, therefore, the responsibility of the Code Sponsor organisation to monitor each business' compliance with their Approved Code of Practice and they all have established procedures in place to investigate complaints and take further action, where necessary.

Complaints Procedures by Code Sponsor

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Every business in the Approved Code Scheme joined via their membership of a Code Sponsor organisation, who administers the Code (or Codes) of Practice the business has agreed to abide by. Each Code of Practice includes it's own thorough process for handling complaints and 'dispute resolution'. Click on the relevant Code Sponsor (below) to view the processes they've put in place to help you, as a consumer (with contact details).

Complain about a Code Sponsor organisation

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If you would like to complain about a Code Sponsor organisation - for example, if you disagree with the way they operate their Code of Practice, or a decision they have made or supported (including rejecting Membership Applications from businesses that do not meet their standards) - then please follow these steps: 

STEP 1 :  Contact the Code Sponsor

First, give the Code Sponsor organisation the opportunity to resolve the issue. Remember, Code Sponsors are highly-respected organisations in their sector - and their decisions are rarely made without due consideration. Also, please note, we cannot interfere with, overturn or change any decision or remedy of the Alternative Dispute Resolution (ADR).

STEP 2 :  Contact the CCAB

If a resolution cannot be agreed with the Code Sponsor organisation directly, you are at liberty to raise a complaint about a Code Sponsor (but NOT an individual Code Member business) by emailing the Consumer Codes Approval Board (CCAB):  ccab@tsi.org.uk

PLEASE NOTE :  While we will investigate all disputes with Code Sponsor organisations, we maintain zero tolerance for any vexatious claims. And we will not challenge adjudications made by any independent Alternative Dispute Resolution bodies.

Contact the Approved Code Scheme team

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Operational Enquiries

If you would like to get in touch with the operational team behind the Approved Code Scheme - or want to discuss joining the Scheme or anything else to do with the day-to-day running of the Scheme - please email the Consumer Codes Approval Board at: ccab@tsi.org.uk (your email will be forwarded to the relevant department at CTSI).

If you prefer, you can write to us at our office address: The Approved Code Scheme, c/o The Chartered Trading Standards Institute, 1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, Essex SS15 6TH.

Media Enquiries

The Approved Code Scheme - including both the Chartered Trading Standards Institute and all of our Code Sponsor organisations - can provide expert opinion, comments and spokespeople on a wide range of consumer protection topics. If you have a story you believe we should get involved with, please call our Press Office on 01268 582240 or 07811244602, or email us: pressoffice@tsi.org.uk

IMPORTANT :  Chartered Trading Standards Institute (CTSI) staff cannot advise on complaints nor respond to any enquiries about individual businesses. While CTSI handles the day-to-day operations of the Approved Code Scheme (including approving and auditing each Code of Practice), every business is a member of a Code Sponsor organisation (that's how membership of the scheme is structured). It is, therefore, the responsibility of the Code Sponsor organisation to monitor each business' compliance with their Approved Code of Practice and they all have established procedures in place to investigate complaints and take further action, where necessary.

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.

  • About the Scheme
  • Contact or Complain
  • Governance of the Scheme

    • The Approved Code Scheme, c/o CTSI, 1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH

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