Complaints and ADR
Established 1999 — Independent, not-for-profit
This page explains how to raise a concern about a TCSA Member, and how Alternative Dispute Resolution (ADR)works if a matter cannot be settled quickly. TCSA is independent; we do not claim government endorsement. Nothing here is legal advice.
Before you begin
Most issues can be resolved directly with the firm concerned.
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Write to the Member with a clear summary, dates, and what you seek (refund, correction, explanation).
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Give the Member 10 working days to respond under their complaints policy.
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If unresolved, contact adr@tcsa.org.uk with the evidence listed below.
Members of TCSA are required by our Code of Practice to operate a complaints policy with an ADR route.
What we handle (scope)
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Service quality and scope (e.g., errors, delays, unclear responsibilities)
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Duty/VAT handling, DDP “fees at the door”, returns/RGR arrangements
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Transit control issues, IP/OP/RGR evidence concerns
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Use or misuse of the TCSA badge (see “Badge misuse”, below)
We cannot handle: disputes with non-members, employment matters, criminal allegations, cases already in court, or complaints more than 12 months old without good reason.
What to send to TCSA (evidence checklist)
Email adr@tcsa.org.uk with:
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Your organisation and contact details
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Member’s legal name (and trading name, if different)
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A short timeline of events
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Key correspondence (emails/letters), contracts/SOPs, quotes/invoices
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Any declaration references (MRN, LRN), carrier references, fee demands
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What outcome you seek
(Redact sensitive personal data where possible.)
Our process & timelines
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Acknowledgement: within 2 business days
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Eligibility/triage: within 5 business days
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Early resolution: we contact the Member for a practical fix (target 10 business days)
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If unresolved → ADR options (both parties must agree):
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Mediation (facilitated settlement): typically 7–20 business days
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Document-only adjudication: neutral reviews papers and issues a decision/recommendation (target 30 business days)
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Outcome letter: within 5 business days of conclusion
ADR options (plain English)
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Mediation: a confidential, without-prejudice discussion led by a neutral to reach a settlement.
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Adjudication (papers-only): a neutral considers written evidence and issues a recommendation or non-binding decision.
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Expert opinion: brief written view on a technical question to help parties settle.
You may still choose court or a regulator at any time. Manage your own limitation periods—ADR does not stop them.
Possible outcomes
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Correction/rework, refund/credit of service fees, reimbursement of specific charges
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Apology or explanation, and a corrective action plan
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For Members: where the Code of Practice is breached, TCSA may require remedial steps or apply status measures (e.g., verification hold/suspension)
Fees
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No fee to lodge a complaint with TCSA.
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If a paid neutral is needed for ADR, this is covered first by the Member’s ADR credit (where applicable) or agreed member/shared fees. We will confirm before proceeding.
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There is no charge to the complainant for TCSA’s administration.
Badge misuse
If you believe a badge is used improperly (wrong status, expired, no link to Verify, or non-member use), email adr@tcsa.org.uk with a screenshot and URL. We typically require correction or removal within 5 working days.
Expectations of Members
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Acknowledge a complaint within 5 working days and provide a clear contact.
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Preserve and supply relevant records upon request.
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Participate in early resolution and ADR in good faith.
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Do not retaliate against complainants.
Privacy & confidentiality
We use complaint information to assess, resolve and improve standards (lawful basis: legitimate interests/contract). We keep records for an appropriate period. ADR is confidential and without prejudice unless the parties agree otherwise or law requires disclosure. See Privacy for details.
Contact & forms
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Email: adr@tcsa.org.uk
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Optional: request the Complaint Form (PDF) and ADR Rules (PDF) from the Secretariat.