This update follows new regulations on the Alternative Dispute Resolution service
ACCA has updated its Internal Complaints-Handling Procedures factsheet following the Digital Markets, Competition and Consumers Act 2024 (DMCCA) and associated further regulations coming into force from April 2026 around Alternative Dispute Resolution (ADR) services, replacing the previous ADR framework. The new regime moves from a voluntary accreditation model to a mandatory accreditation framework for ADR providers handling consumer contract disputes.
The reforms are intended to strengthen consumer confidence by improving consistency, transparency and independent oversight of ADR providers, such as ACCA, while making it easier for consumers to identify accredited dispute resolution services.
Following guidance issued by The Chartered Trading Standards Institute (CTSI), the competent authority responsible for accrediting, monitoring and reporting on ADR providers under the DMCCA framework, ACCA is implementing revised arrangements to support compliance with the new regime.
One element of the guidance is that ACCA members should inform clients that they have access to a free ADR service through ACCA once the firm's internal complaints process has been exhausted. Members must also provide clients with details of how to contact ACCA at that stage.
ACCA's factsheet provides guidance to members on implementing and operating internal complaints-handling procedures and has been updated to fine-tune signposting requirements.
The factsheet recommends that firms acknowledge complaints promptly, investigate them through appropriately experienced and independent personnel where possible. Remedial action should be taken promptly, and where a complaint remains unresolved, clients must be informed of escalation routes including to ACCA’s free conciliation service, and alternative dispute resolution where applicable. The guidance also emphasises documented procedures, records retained for six years, and notifying clients of their right to complain including via a letter of engagement.
Members should review the factsheet and their existing complaints procedures, engagement documentation and complaint outcome communications to ensure that appropriate signposting to ACCA’s free conciliation service is included when a complaint reaches the end of the firm's internal process.
This update helps ensure that members continue to meet their professional obligations while providing consumers with clear information about their options for independent dispute resolution.
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