Sample testing and complaints procedure

The below outlines Digital Radio UK’s process for market sample testing (of products and installers carrying the tick mark) and a robust complaints procedure for the tick mark scheme. Please note: the processes below are a guideline. Digital Radio UK reserves the right to change these processes  as appropriate.

Sample testing

Digital Radio UK will sample test approved technology, approved automotive products, approved domestic products and approved installers throughout the year. Digital Radio UK reserves the right to sample test all approved products, technology and/or installers.

Once sample tested, if found to meet the requirements, Digital Radio UK will make the manufacturer/installer aware. If the manufacturer/installer does not meet the requirements Digital Radio UK will seek a response from the manufacturer/installer in question.

If the response is not satisfactory or there is reason to believe the complainant:

  • Remove the tick mark from the manufacturer/installer in question
  • Ask the manufacturer/installer in question to remove all references to the tick mark as the manufacturer/installer is in breach of the licence
  • Share the recommendation with the *Approved Tick Mark Group (except supply chain members)

If you have any questions please email tickmark@digitalradiouk.com.

Complaints

If you have a complaint about the tick mark scheme of any nature please email tickmark@digitalradiouk.com.  

Possible complaints:

  • Manufacturer/installer or others challenging a product meeting the min spec
  • Manufacturer/installer complaint about the application process
  • Consumer complaining about a min spec product

Once a complaint is received, Digital Radio UK will seek a response from the manufacturer/installer in question. If the response is not satisfactory or there is reason to believe the complainant:

  • Recommend that the manufacturer immediately test the product / meet with the installer under dispute
  • Share the recommendation with the *Approved Tick Mark Group (except supply chain members) and get their sign-off
  • If after testing the product does not meet the specification then the tick mark will be removed from the product as the manufacturer is in breach of the licence

If there is a clear answer to the complaint and/or there is insufficient evidence:

  • Inform the complainant they need to provide more evidence
  • Reserve the right to test the product/installer in the next scheduled round of sample testing

*Please note: there are two Approved Tick Mark Groups: 1) the Approved Product Group oversees the product application process and 2) the Approved Installer Group oversees the installer application process. This group comprises Digital Radio UK, the BBC, Global Radio, Bauer, Arqiva, the SMMT and techUK.

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