Independent Support When Consumer Complaints Reach Deadlock
We understand that complaints are an inevitable part of running any business and that our members will always try their best to resolve concerns directly with their customers first.
Most complaints are successfully resolved through open and constructive communication between the member and consumer, without any need for external involvement. However, there are occasions when a complaint reaches deadlock and neither party can agree on a way forward.
NAJ Resolve exists for these situations.
The service provides an independent and impartial route for resolving consumer complaints once a member's own complaints procedure has been exhausted. Through mediation and Alternative Dispute Resolution (ADR), we work with both parties to try to reach a fair and reasonable outcome. In some circumstances, disputes may be referred to the Centre for Effective Dispute Resolution (CEDR) for independent adjudication.
As an NAJ member, you have access to this Chartered Trading Standards Institute (CTSI) approved ADR scheme, helping you meet your ADR signposting obligations while giving consumers confidence that disputes can be reviewed independently where necessary.
Why Use NAJ Resolve?
- Access to a CTSI-approved ADR provider
- Helps you meet your ADR signposting obligations
- Demonstrates your commitment to fair complaint handling
- Provides an independent route for resolving disputes
- Encourages constructive dialogue between businesses and consumers
- May help avoid the time, cost and stress associated with court proceedings
- Reinforces consumer confidence in NAJ membership
How Much Does It Cost?
NAJ membership includes access to NAJ Resolve, subject to the annual case allocation set out in our Fair Use Policy
Consumer Administration Fee
To register a complaint with NAJ Resolve, consumers pay a £15 administration fee.
If the complaint is upheld, this fee must be reimbursed to the consumer by the member business.
Independent Expert Reports
Where an independent expert report is required, the cost is typically shared equally between the consumer and the member.
The standard expert report fee is currently £120, meaning the consumer and member would usually contribute £60 each.
If the complaint is upheld, the consumer's contribution towards the expert report will normally be reimbursed by the member business.
Additional NAJ Resolve Cases
Your membership includes an annual allocation of NAJ Resolve cases. Once this allocation has been exceeded, any additional eligible cases accepted into the scheme will be charged at an additional cost of £300 +VAT per case.
Please refer to the Fair Use Policy for full details of allocations and charging arrangements.
How to Refer a Customer
Where you have been unable to resolve a complaint through your own complaints procedure, you should signpost the consumer to NAJ Resolve. Consumers can find out more and submit a complaint at: www.naj.co.uk/naj-resolve
Important: Members will always be given the opportunity to resolve a complaint directly before a case is accepted into NAJ Resolve. The scheme is intended for complaints that have reached deadlock and where independent assistance may help the parties reach a resolution.
Frequently Asked Questions
Yes. Where a dispute remains unresolved after your internal complaints procedure has been exhausted, consumer protection legislation requires you to provide information about an ADR provider that could deal with the dispute. As an NAJ member, this provider is NAJ Resolve.
No. Every complaint is assessed against the scheme rules and eligibility criteria before being accepted into the process.
The complaint will first be reviewed by the NAJ Compliance Team to confirm that it falls within the scope of the scheme. If accepted, both parties will be invited to provide evidence and engage in the ADR process.
No. The process is normally conducted in writing, with communication taking place primarily by email.
Where appropriate, NAJ Resolve may recommend obtaining an independent expert report to assist with determining the facts of a dispute. Costs and arrangements will always be discussed with both parties before a report is commissioned.
No. The outcome is not legally binding unless both parties expressly agree to accept it. Participation in ADR does not affect either party's right to pursue the matter through the courts.
Yes. In certain circumstances, and where appropriate, disputes may be referred to CEDR for independent adjudication.
NAJ Resolve is administered by the NAJ Compliance Manager and operates in accordance with CTSI-approved ADR requirements.
No. NAJ Resolve is available for disputes between consumers and NAJ member businesses only.
It cannot be used for business-to-business disputes, including disputes between NAJ members. Where appropriate, however, the NAJ may be able to provide informal guidance, support or assistance through other channels.
Key Documents
Fair Use Policy
NAJ Resolve Scheme Rules
Complaint Handling & ADR Policy
NAJ Resolve Conflict of Interest Policy
Customer Charter & Code of Conduct
For further information about NAJ Resolve, please contact the NAJ Compliance Team on 0121 237 1111 or compliance@naj.co.uk