Our staff are working remotely from home so please do not post anything to the office, until further notice. If possible, customers are advised to email applications@cedr.com if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that there may be some possible delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the National Custom & Self Build Association?

NaCSBA is the voice of the Custom and Self-build housing sector. It's mission is to make Custom and Self-build a mainstream choice for everyone seeking a home of their own.

CEDR can provide the services of a conciliator to for a private and structured form of negotiation assisted. If a settlement is reached the conciliator can draw up an agreement that can then become a legally binding contract if signed by both parties.

The process begins on the date of the acknowledgement of a valid application from the customer. Once we accept the application, we will send a copy of it to the company with a Response Form which they are required to complete and return to CEDR within 14 days.

Following receipt of the Response Form from the company a copy will be sent to the customer and CEDR will confirm the identity of the Conciliator within 7 days.

All the documents relating to the case that have been provided by the parties will be provided to the Conciliator who will endeavour to conclude the Conciliation within 28 days of their appointment.

If the parties do not reach a solution between themselves after discussions with the Conciliator, then they will suggest to the parties recommendations for settlement in writing

If a solution is found or is accepted by the parties as proposed by the Conciliator, then the Conciliator will record that solution in writing and send it to the parties (via CEDR) in the form of an Outcome Statement (the Statement), for signature via an online portal. The parties must sign the Statement within 14 days of the date on which the Statement is provided. Any amendment to the Statement at this stage, other than for minor clerical errors, will be regarded as notifying a failure to agree.

If the Statement is signed by both parties within the timescale, CEDR will advise the parties accordingly and transmit a copy to both parties. At this point the agreement becomes a binding contract and the parties must then take action to comply with the agreed outcome.

You must raise your complaint with the company who undertook work as soon as possible. If the company is unable to resolve your problem to your satisfaction within 14 days, you can escalate the complaint to National Custom & Self Build Association. NaCSBA may refer your matter to CEDR for independent conciliation at the end of their own complaint review process. Please read our Conciliation Guide prior to submitting a complaint. If you have any questions, please get in contact with our team. 

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

Companies covered

Please click the below button, which will direct you to an external link.

The steps you must take before submitting a complaint

Step 1.

Contact the company who undertook the works as soon as possible.

Step 2.

If the company is not able to resolve your problem to your satisfaction within 14 days you can escalate the complaint to NaCSBA

Step 3. 

NaCSBA may refer your matter to CEDR for independent conciliation at the end of their own complaint review process

Ready to submit a claim?

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Need additional assistance?

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