If you think an introduction should not count

Reasons a firm might dispute an introduction

• The contact details do not work, so you cannot reach the owner.
• It is not a real enquiry, for example a test or someone who did not ask for an introduction.
• The owner's answers were clearly wrong in a way that meant your firm should not have been shown, for example a business far outside the client size you told us you take.
• The same owner was introduced to you twice for the same need.

An owner deciding not to go ahead after talking to you is not on its own a reason to dispute. That is a normal outcome.

How it would work (draft)

1. You tell us which introduction and why, within a time limit (to be set).
2. We look at what was sent to you, the owner's answers and anything you send us. We may contact the owner to check.
3. We tell you our decision and the reason, within a time (to be set).
4. If we agree, the introduction is not charged, or the fee is refunded if it was already paid. How refunds work is to be set with the fee.
5. If you disagree with our decision, how you can ask for it to be looked at again will be set before introductions start.

What we keep a record of

We would keep a record of each dispute and its outcome. It helps us spot problems with the form or with how we describe firms. What we record and how long we keep it will be set out before introductions start.

Before introductions start

The time limits, the fee and the refund rules are not decided. This page will be updated when they are, and it needs a regulatory review before any firm is asked to agree to it.