FAQs

Practitioners

A Redress Scheme is a scheme which allows consumers to escalate a complaint they have against the Member of the scheme. The main purpose of the redress scheme is to resolve or settle unresolved complaints from consumers who have suffered a loss as a result of the actions of the Member. It is an alternative to using the Courts and the complainant must have exhausted the Member’s internal complaints process before contacting the redress scheme.

It is the law under the ADR Regulations 2015 for all service providers in England to signpost consumer to a government authorised redress scheme from 1st October 2015.

The Cosmetic Redress Scheme (“CRS”) is a consumer redress scheme run by HF Resolution Ltd and 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. Cosmetic professionals can join to show they are committed to providing excellent customer service and improving standards within their area of interest in the cosmetic industry.

Complete the simple online application process and pay the relevant membership fee. We differentiate between individuals and companies and both can join quickly and easily online.

For company applications, the online application form will allow you to register as many branches as you wish. You will also be able to add branches through your online account or by informing us over the telephone or by email. We may charge a pro rata fee to add the branch depending on how long there is left to go in your subscription (yearly) period.

We will contact the Head Office and request the new branch be added and relevant fee paid from when the branch opened. If the Member does not comply then the CRS Compliance Officer will investigate and decide whether to recommend the Member’s expulsion from the CRS.

Members are provided with the CRS logo by email and a window sticker if they request it. These should be displayed as appropriate. We also recommend that Members provide our consumer leaflet explaining that they are a Member and giving information about how to contact the CRS.

Memberships will need to be renewed yearly and paid for on each anniversary date of membership. The CRS will send the Member a renewal notice by post and the Member will receive emails in the month leading up to renewal. Members can opt to auto renew their Membership which will involve the CRS taking payment from the card details we have for the Member.

On receipt of a complaint the Case Assessor will first check that the complainant has grounds for complaint and if so, inform the relevant Member. The Member will then inform us whether they agree to deal with the complaint through the CRS process. If they do then they have 10 working days to provide us with their rebuttal to the complaint.

Generally the Member cannot use a third party to represent them because as the professional you should be able to act for yourself and explain your own position when it comes to a complaint. In exceptional circumstances we may accept a third party to act on your behalf.

From receipt of the complaint to the Ombudsman’s decision, the process is expected to take approximately three months if there are no delays.

In settlement of the complaint, the Ombudsman may make an award to the complainant ranging from an apology, explanation to reimbursement of financial loss or a compensation sum for inconvenience and distress up to a maximum of £25,000. Any compensation payment will be calculated based on demonstrable loss or costs and will take into account any degree to which the complainant has contributed to the failure or loss suffered.

The Complainant will have 15 working days to confirm whether he agrees to the decision. If he agrees, the decision is generally binding on the Member and the CRS expects the Member to comply with the findings of the decision within 10 working days. If the complainant does not respond or does not agree with the decision, the CRS will close the file and the complainant will have to use the Court is he wishes to pursue the Member further.

Both the Complainant and Member are able to ask for a review of a proposed decision. The review must be on the basis that there has been an error in fact or law in the proposed decision or the CRS has made an administrative mistake. Every review request will be considered by the Head of Redress. There is no appeal through the CRS of a final decision.

Complaints can only be made about the process or service provided by the CRS. The majority of complaints will be dealt with within 5 workings days. Please see the CRS Complaints Procedure in the CRS Terms of Reference.

If you do not comply with the CRS decision within the 10 working days, the complainant can obtain enforcement of the decision through the Courts. On confirmation that the decision has not been complied with the matter will be investigated by the CRS Compliance Officer. Cancellation of the Member’s membership may then follow.

The practitioner/company will only be able to re-join the CRS by complying with the decision or rectifying any other reason why they had their membership cancelled.

Consumers

The Cosmetic Redress Scheme (“CRS”) is a consumer redress scheme run by HF Resolution Ltd and 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. Cosmetic professionals can join to show they are committed to providing excellent customer service and improving standards within their area of interest in the cosmetic industry.

A Redress Scheme is a scheme which allows consumers to escalate a complaint they have against the Member of the scheme. The main purpose of the redress scheme is to resolve or settle unresolved complaints from consumers who have suffered a loss as a result of the actions of the Member. It is an alternative to using the Courts and the complainant must have exhausted the Member’s internal complaints process before contacting the redress scheme.

All our Members will be asked to display a window sticker on their trading premises to show their membership with the CRS. CRS Members are encouraged to provide a leaflet explaining the way the CRS works to all customers. Members may also provide a link to the CRS’s website on their own website where you will be able to check if your practitioner is a member of the CRS. You are also able to check on the CRS website whether your practitioner has joined the CRS.

You will need to ask your practitioner about their membership with a redress scheme first. It is the law under the ADR Regulations 2015 for all service providers in the United Kingdom to signpost consumers to a government authorised redress scheme.

No. It is not a legal requirement but considered best practice. You may need to confirm with the practitioner first if they have a complaint procedure and ask for a copy if you are not happy with the service you have received.

You are still able to write to the practitioner, or manager/director/owner to complain. Please keep copies of all correspondence with the practitioner with proof of date sent, if available.

There is no legal requirement to have insurance although we would not recommend a consumer uses a cosmetic practitioner who does hold medical malpractice insurance.

You will need to download our Complaint Form, complete it and provide us with the relevant documents i.e. copies of correspondence to and from your practitioner together with all relevant supporting evidence. More information is available on our Guidance page at: www.cosmeticredress.co.uk . Alternatively, you may request a hard copy of our form.

On receipt of a complaint the Case Assessor will first check that the complainant has grounds for complaint and if so, inform the Member. The Member will then inform us whether they agree to deal with the complaint through the CRS process. If they do then they have 10 working days to provide us with their rebuttal to the complaint.

Yes, providing the CRS are provided with a satisfactory authority for that person to act.

From receipt of your complaint to the Ombudsman’s decision, the process is expected to take approximately three months if there are no delays. For full details please refer to our Complaints Process at www.cosmeticredress.co.uk/consumers/how-it-works.

You will have 15 working days to confirm whether you agree with the decision. If you agree, the decision is binding on the Member and he must comply with the findings of the decision within 10 working days. If you do not respond or do not agree with the decision, the CRS will close the file and you will have to use the Court if you wish to pursue the Practitioner.

No. The Member complying with the decision will be in full and final settlement of your complaint.

If a Member does not comply with the CRS final decision within the 10 working days, the complainant can obtain enforcement of the decision through the Courts. On confirmation that the decision has not been complied with the matter will be investigated by the CRS Compliance Officer. Cancellation of the Member’s membership may then follow.

Both the Complainant and Member are able to ask for a review of a proposed decision. The review must be on the basis that there has been an error in fact or law in the proposed decision or the CRS has made an administrative mistake. Every review request will be considered by the Head of Redress. There is no appeal through the CRS of a final decision.

Complaints can only be made about the process or service provided by the CRS. The majority of complaints will be dealt with within 5 workings days. Please see the CRS Complaints Procedure in the CRS Terms of Reference.

The CRS will: a. Publicise all decisions made by the Ombudsman (removing personal data); b. Provide case studies on regularly occurring topics so complainants and practitioners can view how decisions are made; c. Provide guidance on the types of evidence that are considered by the CRS and how best to set out a complaint or response; d. Provide help and guidance to complainants and practitioners so they understand any CRS process and fill out any CRS form correctly. This includes membership and complaints processes. The assistance will be by telephone and email; All the above will be available on our website and hard copies will only be sent on demand.

Whilst in dispute with the Practitioner, we advise that you pay all fees as set out in your contract/agreement until you have an understanding, decision or court order saying otherwise. If you withhold any payments, then you run the risk of the practitioner initiating court proceedings for the monies owed. It is best practice to pay the owed money and then claim back for any amount you do not feel you should have paid either through the CRS or the small claims court.

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