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NCS structure

Corporate governance

Due to the complex issues that can arise in automotive disputes, we ensure that we employ and train our case handlers to the highest level.

Our case handlers have the relevant career history and/or expertise to handle your cases succinctly and efficiently. Equipped with the necessary technical and legal knowledge to resolve varying automotive retail disputes, you can feel rest assured that your case is being handled by the best and taken seriously.

NCS case handlers are appointed for a minimum of five years and cannot be removed from a case without just cause. Caseworkers do not take instructions from either party in dispute, nor are they paid according to the outcome.

An independent compliance panel oversees the work of case handlers. The panel ensures that decisions and agreements are reached according to the terms set out by the competent authority (Certified Trading Standards Institution) and in accordance with natural justice. The panel is staffed by current and/or ex-trading standards officers and experienced ex-automotive customer service managers. Again, consumers can be assured that the compliance panel is independent of our case handlers.

The Compliance Panel comprises two career trading standards officials with extensive experience of the automotive sales and service sectors, Jim Appleton and Andrew Rees.

By employing this structure of self-employed case handlers and a compliance panel to review the work of our case handlers, the NCS demonstrates its commitment to providing an independent service.