Disputing your service charge

If you are not happy with a service we provide, please contact the relevant team and tell them about the problem.

If you are not happy with their response, or the problem is not resolved, you can ask for your complaint to be referred to the Dispute Resolution Team. They will investigate your complaint further.

If you are not satisfied with their response you can ask for your dispute (no longer considered a complaint) to be referred for alternative dispute resolution. This service is provided by an independent company.

There are several different types of alternative dispute resolution you may be asked to consider:

Mediation

An informal process where both parties sit down and talk about the dispute with an independent third party, know as a mediator.

Adjudication

An independent person considers the evidence and argument of both parties, and then recommends a solution to which both parties can agree.

Arbitration

An independent person considers the evidence and arguments of both parties and then makes a legally binding decision that resolves the dispute.

If you have any questions about disputing your service charge - contact us, we're here to help.