How to file a Code complaint

If you have a complaint against a Direct Selling company that is a member of a Direct Selling Association (DSA) for any business practice you believe is unethical or illegal and a possible violation of the Code of Practice, we recommend the following available options.

First, try to resolve the matter directly with the company. Every company that is a member of a Direct Selling Association (DSA) must adhere to its Code of Practice and should have a Code Compliance officer. Try to resolve your complaint with that person.

If you are not satisfied, send your complaint to the DSA, 29 Floral Street, London, WC2E 9DP. Your complaint should be in writing by post or email info@dsa.org.uk, and should include the following basic information:

• The date and details of the incident
• The parties involved
• If possible, identify the Code violation you believe has occurred
• Efforts you have made to resolve the matter
• List the amount and cost of product, if relevant, include invoices or other supporting documents
• Any responses the other party has made to resolve the matter
• The current status of the complaint
• How you would like to see the complaint resolved or remedied.

If you are still not satisfied within the time period required under the code, your complaint will be referred to the DSA's Independent Code Administrator. Although the code administrator's judgement is binding on DSA Member companies, you still retain your right, if you remain dissatisfied, to pursue other means of redress.

If the company is not a member of the UK DSA but IS a member of a DSA in another country, then you can send your complaint to the DSA in that country where the company is a member. All DSAs that are members of the WFDSA pledge to abide by the World Code of Conduct as a minimum standard of ethical behaviour. The World Code provides extra-territorial effect, which means that you can still be protected, and file a complaint even though the company or distributor is not a part of your country's DSA or there is no DSA in your country.

OFT Advice Leaflet
Additional OFT information on how to make a complaint against a trader that is signed up to Consumer Code Approval Scheme (CCAS)...

The complaints procedure

Direct Selling Association

Setting the Standard for Business in the Home

making a complaint...

How to file a Code complaint