Members, one of the legal requirements which came into effect on 1 October 2015 for anyone selling to the public (consumers) is the duty to tell them who they can turn to for assistance if you are unable to resolve a complaint.
As a BHTA member, you are obliged to tell your customers that you are signed up to our Code of Practice, and that we will provide mediation (and ultimately arbitration) if they have exhausted your complaints process and remain dissatisfied.
You must also add the option of approaching a formally recognised “Alternative Dispute Resolution” (ADR) provider. However, you do have the right to indicate if you would not like to participate in any mediation that an ADR might offer.
You can find out the formally listed ADR bodies for the UK at:
You will need to choose one which you think could give advice to your customers and provide the ADR’s contact details.
BHTA members requiring any further assistance regarding ADR can contact: email@example.com