About Us

 

The Cosmetic Redress Scheme is a new, straightforward and easy to use consumer redress (ombudsman) scheme.

 

The main purposes of the Cosmetic Redress Scheme are to allow practitioners to comply with their legal requirement under the ADR Regulations 2015 to signpost consumers to a government authorised consumer redress scheme and to settle or resolve complaints made by consumers against our Members.

Our Members and consumers will both benefit from our simple three stage process to resolve the complaint:

1. The Member will first be given an opportunity to resolve the complaint directly
2. The Cosmetic Redress Scheme offers a mediation service
3. The Cosmetic Redress Scheme Ombudsman will make a decision on the complaint 

 

Our Credentials

We are authorised by the Chartered Trading Standards Institute under the ADR Regulations 2015 to offer an escalated complaints process to consumers of Members of the CRS.

The Cosmetic Redress Scheme is a trading name of HF Resolution Ltd which is a wholly owned subsidiary of HFIS Limited.

HF Resolution Ltd runs the successful Property Redress Scheme which was launched in the Summer of 2014 and now has 17,000 members.

HFIS Limited has extensive knowledge of the UK cosmetic market with a range of products including:

Hamilton Fraser Cosmetic Insurance - medical malpractice scheme for the cosmetic and aesthetic market which was launched in 1996.

Hamilton Fraser also offers Surgery/Salon Insurance 

Hamilton Fraser is also an expert in the property sector, administering the mydeposits tenancy deposit protection scheme. In addition, Hamilton Fraser is the home of popular brands Total Landlord Insurance, HF Professional Indemnity and Client Money Protect (CMP).

ADR Officials

HF Resolution employs 15 ADR officials which consists of our Director, Head of Redress, two ADR managers, one lead case officer, two case officers, five case assessors, one compliance officer and two resolution support. All ADR officials are employed on a permanent basis, following a rigorous interview process to ensure competency and undertake regular, relevant training for their role.

The Advisory Panel

The Cosmetic Redress Scheme has appointed an independent Advisory Panel consisting of industry experts who will both guide and scrutinise the work of the Cosmetic Redress Scheme.

Please see the Terms of Reference for the Advisory Panel.

 

Terms of Reference

Cosmetic Redress Scheme Members agree to abide by the Cosmetic Redress Scheme Terms of Reference.