Our process
We work fairly and impartially to resolve Domestic and General disputes, aiming to put consumers back into the position they were in before they occurred.
Raise an issue with Domestic and General
Before you contact us you should notify Domestic and General and work with them to try and resolve your issue. They have 8 weeks to resolve the issue, unless they send you a deadlock letter allowing you to come to us sooner.
We recommend you write down the time and date of your calls, the names of the people you speak to and the details of what was said. What types of Domestic and General complaints do you handle?
Raising your dispute with us
After raising your issue directly with Domestic and General, and giving them 28 days to resolve the issue, you can bring your dispute to us for consideration via the form on the website, or via post, email and telephone.
We conduct our reviews in English, but we offer translations services in many languages. Please see our Accessibility page for further information.
Sending your information
Send copies of any information you have to support your dispute to enquiries@flexibleresolutionservices.co.uk as soon as possible within 21 days of raising your dispute to us. If you have completed an exchange of evidence request, we will provide information to you within 7 days and provide you with a further 7 days for you to be able to view and provide any comments to us before your case is reviewed.
This could include bills, emails, letters, a note of the dates and times you’ve called them, and the people you’ve spoken to, or copies of itemised phone bills.
Reviewing your dispute
Once we have all of the supporting information from both parties, we try to review the dispute as quick as possible and within 12 weeks. The average length of time for us to review a Domestic and General dispute is around four weeks but sometimes we may need a little longer to consider, but we’ll keep you updated.
You don’t need to get legal advice to be able to use our service, but you are welcome to. If you’d rather be represented by a third party at any point, please just let us know. You can withdraw from our process at any time.
Reaching a decision
Domestic and General may suggest a quick resolution to your dispute. If we think that it’s in line with the resolution you’re looking for, we’ll contact you to discuss their proposal.
If you accept our decision, it officially settles the dispute. If you reject our final decision, you may choose to resolve your dispute in another way, such as through the civil courts.
Delivering the remedy
Both you and Domestic and General will have 14 days to either accept or challenge our conclusion, which will be fair, impartial and based on the evidence provided by both parties.
- What happens if I accept the conclusion?
- What happens if I reject the conclusion?
- What happens if challenge the conclusion?
- Do I have to accept your conclusion?
When you accept a decision Domestic and General are obliged to implement the proposed remedy within 28 days. If it remains outstanding after 28 days, we will contact them to understand why and will keep you informed until it has been completed.
POPLA Appeals process
If you're looking for the POPLA appeals process, it's available in more detail on the POPLA website.
I’m ready to raise my dispute
You don’t need to get legal advice to be able to use our service, but you are welcome to. If you’d rather be represented by a third party at any point, please just let us know. You can withdraw from our process at any time.
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