Scheme Members’ complaint handling systems must meet the standards of the TDR Customer Complaints Code.

If a robust complaint process is already in place, however, there may be very little – if anything – to change. Companies joining the Scheme have to bring their complaints process in line with the Code. There is more detailed information about Code compliance in the 'For Scheme Members' section.

TDR handles all communication with customers who bring a complaint to the service. Scheme Members must appoint a contact person to provide the complaint history, and someone to negotiate a settlement with the complainant if required.