Qure Group Ltd | Dispute Resolution | Risk Management | Outsourced complaints & claims management - Manchester

D C.

QASSS lack all transparency, integrity, accountability and neutrality

Was forced to use these through Hombase > ProtectMYInstall (er)
Tracey Dilworth Seemed only interested in defaulting to the viewpoint of the installer. Allowing the costumer to be belittled called a liar and generally dismissed.
Generally only interested and payed for by PMI and offering no neutrality, due diligence, accountability or any kind of process that would help the customer in any way.
Several times taking action that had to be countered heavily to beg for a fair assessment.
Attempted to only order a partial survey when a full survey of our cowboy Bathroom install was required. omitting key details.
Makes claims that some things are not said such as 'the fitter hasn't admitted breaking the bath' when clear written examples show that is not the case.
Has been asked several times to escalate/raise a complaint and has done neither.
Only offered a semi solution when the CEO's office at Homebese were CC'd into the email chain.
If you are given QASSS as a mediator, pray, ask for someone else, say goodbye to your money or go through a harrowing process, like me, which has been going for 4 months of a cowboy bathroom install and is still cascading into our electric cupboard below.
Good luck if you are forced to use them. Condescending and arrogant.

Update, no thanks to QASSS the builder had to pay to fix all the bathroom problems.

Jane T.

As a member of the FMB we were appointed QASSS Tracy Dilworth to mediate our case. From start to finish we cannot fault the expertise and knowledge Tracy had within the industry. She delivered a first class service, was approachable, easy to contact and offered advice and common sense when there was mayhem. I would not hesitate to recommend Tracy to mediate your case.

Rob C.

I am currently in the middle of an ongoing dispute with a customer regarding payment of a bathroom installation I carried out. In an attempt to resolve my dispute I was referred QASSS to mediate and try and find a suitable outcome.

Tracy Dilworth was my appointed mediator, from first point of contact to our last Tracy was a pleasure to deal with. Her lines of communication were always open, she was extremely quick to respond to any calls or emails, always helpful a real pleasure to deal with. Tracey certainly made the mediation process far easier then I had anticipated.

Unfortunately for me, mediation wasn’t successful and my case has since been referred further, as I stand I don’t know the outcome of my dispute however regardless of my outcome I couldn’t recommend QASSS highly enough.

If I ever find myself in this unfortunate position again, I will not hesitate to contact QASSS to mediate.

I’m very thankful to Tracy's for all the effort she put into trying to bring my dispute to a suitable resolution.

G

Having had a terrible experience with a Federation of Master Builders construction company I was put in touch with QASSS to mediate and try and find a solution. Their member of staff a Tracy Dilworth was my appointed mediator. Throughout the process Tracy was extremely helpful always available and totally professional. Through no fault of her own the mediation did not work. The rogue trader in this instance was not willing to come back on site to repair the atrocious work they had carried out.I am very grateful for Tracy's efforts in trying to bring this to a resolution.

Anne J.

I found myself in an extremely stressful situation with a builder trying to charge £1300 for a quote without any prior agreement. I tried to resolve it myself but felt intimidated and bullied.
We asked FMB to become involved and it was the best decision, we were allocated Tracy and she was such a professional and diligent lady. She listened to the facts of our case and contacted the builder on our behalf. Tracy has the unique ability to cut through treacle and get to the facts - she resolved the issue within a day. Her speed and communication skills were excellent spending time with us to ensure we fully understood how it had been left with the builder. To have the case resolved satisfactorily was good enough but to get an apology from the builder was something I didn’t expect.
Thank you Tracy for taking this worry away

James D.

As a customer who is having to deal with a problem builder I didn't know what to expect from the mediation process. Tracy was great at guiding me through the process and setting realistic expectations. She was always very calm and friendly and responds to e-mails and phone calls very promptly. She diligently collected evidence from both parties and produced a recommendation that explained the rationale for it.

Brian W.

Tracy Dilwoth's mediation for my case was excellent. She had to deal with a very arrogant consumer who refused to pay the remainder of the agreed price.
From start to finish she was professional and communication throughout was excellent, a pleasure to deal with!
Although I won the case, I still had to take the consumer to court and Tracy was very helpful through this process also.
I would highly recommend Tracy for ADR.
Thank you so much

Andrey N.

In my case I didn't get any meaningful help with mediation with QASSS. It has deadlocked. It was a time waste to be honest. My mediator wasn't the brightest person to work with, very slow and certainly lack the common sense! As for senior mediator, well she is the bully is all I can say!

P.S. As for the alternative resolution option proposed by QASSS involving Expert Determination at the cost of 4.5k, well this is just an extortion on top of dishonest builder who messed up the job causing 20k loss!