THE CHARTERED
INSTITUTE OF ARBITRATORS
EAST MIDLANDS BRANCH
(Chairman: Roy Pickavance)
News Release July 2001
New dispute
resolution scheme to help customers get the best out of their postal services
A new consumer arbitration scheme developed by Consignia (formerly The Post Office) and the Chartered Institute of Arbitrators will help solve customer problems in the quickest and cheapest way without the stress of having to go to court. Arbitration is the only legally binding alternative to the courts.
The scheme, which covers Royal Mail, Parcelforce Worldwide and Post Office services, is extremely cost-effective and time-efficient. It gives customers the opportunity to have an unresolved dispute settled without having to go through the stress, inconvenience and cost of litigation. Arbitration is the only legally binding alternative to litigation.
Since the first arbitration scheme was established more than 10 years ago, customers’ expectations have changed, and so have products and services. These changes have meant improvements to the scheme to include:
· Process has been simplified and is easier to understand
· Claims will be processed more quickly
· Reduction of jargon
Andy Jenkins, Head of Customer Service with Consignia said:
“Consignia is a new holding company striving to ensure that the customers of all of its brands - Royal Mail, Parcelforce Worldwide and the Post Office network - get the best possible services and products.
The overwhelming majority of our services are delivered on time and to specification. However, Consignia is committed to ensuring that when customers have a complaint then everything possible is done to resolve it as quickly as possible. We are confident that arbitration will only be used in a tiny minority of cases but when the process is used, we are delighted that the new scheme agreed with the CIArb is as effective and professional as it could be.”
The Chartered Institute of Arbitrators has an excellent reputation for providing alternative dispute resolution, which has been clearly demonstrated in the number of cases that have been dealt with in such a time and cost-effective manner. The improvements to this scheme will only build customers’ trust even further.
The new arbitration scheme will complement the work already underway with Postwatch, the postal watchdog, to develop an effective and efficient system for handling customer complaints, and arrangements to provide clear information to customers.
Jeffrey Rosenthal, Public Relations Officer for the East |Midlands Branch of The Chartered Institute of Arbitrators said of the scheme:
“Since this scheme began in 1984, it has resolved over 680 disputes. This is an encouraging response from UK consumers to the value of arbitration. We envisage that the improved scheme will offer even more value in the future. We are confident the changes will mean that customers can resolve complaints speedily and with the minimum of expense.”
Consumers can access this scheme by phoning 08457 740 740.
For more
information on this scheme and other CIArb initiatives, go to www.arbitrators.org
About The Chartered
Institute of Arbitrators
Founded in 1915, The Chartered Institute of Arbitrators (CIArb) is a not-for-profit organisation with headquarters in London and branches worldwide.
Approaching 10,000 members in 85 countries, the CIArb promotes and facilitates the determination of disputes by arbitration, but also by alternative means of dispute resolution (ADR) for business sectors including; the law, construction, shipping, engineering, finance, insurance, commodities, medicine sport and the automobile industry.
A dynamic organisation, the CIArb conducts “Dispute Resolution Services” - administering bespoke schemes for both business-to-business and business-to-consumer transactions to provide cost-effective and timely settlement of disputes.
The CIArb also
provides international training courses. It is dedicated to facilitating access
to justice for all, both in the developed and the developing world.
For further information, please contact
Matt Estwick
Kaizo
Tel: 020 7580 8852
Email: louise.gardiner@kaizo.net
or
Public
Relations Officer, East Midlands Branch
Tel:
0116 241 4316
Email:
PR@CIArb-EM.org
For information about Consignia, please ring: 020 7250 2468 (24 hours).
Web site: http://www.consignia.com/