Consumers must submit a complaints enquiry by completing a Case Reference Form and submitting it to the NCS to enable us to evaluate the case. We will need to confirm that the trader is a current subscriber to the NCS and then assess your complain to ensure we are able to assist you with the dispute.
Remember, this is the first time we are hearing about your case, so it is important that you provide us with as much detail as possible to ensure we have a clear idea of what has happened and what action or outcome you are looking for to settle the matter.
We will need you to fill out our enquiry form and provide us with copies of any relevant documentation – including a copy of the traders’ final response if one has been received
Before you do this please download our information leaflet 'Resolving Disputes Within the Motor Industry': Download Word Version
Then email it to: firstname.lastname@example.org
Alternatively, you can post the completed forms to the NCS at:
The National Conciliation Service
PO Box 6562
This form is important because it gives us the authority to look into the complaint for you – After we receive this information your case will be assessed and if appropriate sent to an independent Conciliator/Mediator who will then contact both parties and attempt to resolve the matter.
The evidence provided by both consumer and trader will be used by our case handlers as a basis for agreeing a settlement. Most communication will be done in writing but on occasion case handlers will speak to consumers and traders directly.
If you have any further queries or need further advice regarding ADR you can contact Citizens Advice via their ADR Helpdesk on 03454 040506
If you have any queries regarding completing the form or the NCS in general, you can contact the NCS on 01788 538 317 – Please Note: We are unable to give legal advice