Sanctions Procedure

Sanctions for failure to comply with the terms and conditions of the Scheme:

Where a member fails to comply with the terms and conditions of the scheme we will investigate the non-compliance and then write to them.

The letter will identify the nature of the non-compliance and as appropriate what we will do and/or what we require the member to do.

Letters will fall into three categories advisory, warning or termination.

It is open to the member to follow the appeals procedure if they do not accept our findings.

Advisory Letters

This will apply were non-compliance has not resulted in any customer detriment.

The letter will identify what corrective action the member must undertake and the date by which this should be completed.

Warning Letters

This will apply where non-compliance has resulted in customer detriment but some action or offer has been made by the member to offset the detriment.

It will also apply when a previous advisory letter has been sent for the same non-compliance.

The letter will identify what corrective action the member must undertake and the date by which this should be completed.

Termination Letters

This will apply where non-compliance has resulted in significant consumer detriment and no reasonable action or offer has been made to offset the detriment.

It will also apply when a previous letter of warning has been sent for the same non-compliance.

The letter will state that as a consequence the member will be removed from the scheme with immediate effect.

Definitions

Consumer detriment:  This includes inconvenience as well as financial loss resulting from the non-compliance

How can I find out more?

You can contact Trading Standards on any of the following: -