Policy Documents & Process Guides
You can download our Policy Documents and Process Guides here.
Our Policy Documents set out guidelines for what consumers can expect from us.
Process Guides to help assist you with your complaint. You can also find these on each Scheme to help assist you with your complaint.
You can find unique application forms on each Scheme page. Please fill these in and submit through the relevant Scheme page. To find a Scheme, click here.
Please click the below links to view the document.
Independent Reviewer - Interim Report July - December 2022
Independent Reviewer - Interim Report 2022
Independent Reviewer - Final Report 2021
Independent Reviewer - Interim Report 2021
Independent Reviewer - Final Report 2020
Independent Reviewer - Interim Report 2020
- ADR Entity Report - Annual Report for CTSI (1 August 2021 to 31 July 2022)
- ADR Entity Report- Annual Report for CTSI (1 August 2020 to 31 July 2021)
- ADR Entity Report- Biennial Report for CTSI (1 August 2019 to 31 July 2021)
- ADR Entity Report- Annual Report for CTSI (1 August 2019 to 31 July 2020)
- ADR Entity Report- Annual Report for CTSI (1 August 2018 to 31 July 2019)
- ADR Entity Report- Biennial Report for CTSI (1 August 2017 to 31 July 2019)
In delivering its consumer dispute resolution services across a wide range of industries and sectors, CEDR seeks to adhere to, and where possible build upon, the competencies set out in the Ombudsman Association’s Caseworker Competency Framework, which was created in 2018. The document sets out what is considered to be good practice in the way in which caseworkers interact with others and make decisions. A copy of the policy is located under the downloads section on the left.