Consumer Codes

Welcome to the Consumer Codes Approval Scheme (CCAS)

What is the CCAS?

The CCAS is facilitated self-regulation. It aims to bolster consumer protection and improve customer service standards by: 

  • the approval and promotion of codes of practice
  • setting out the principles of effective customer service
  • recognising approved traders - look for the CTSI approved code logo 

We are now in our third year of operation and continue to evolve and expand our network of Code Sponsors. The Codes scheme is managed by the Consumer Codes Approval Board (CCAB) operated by CTSI. 


Take a look at our CCAS information booklet here (PDF 863KB) 



The CCAS covers the whole of the United Kingdom.

Our vision

The scheme is designed to strike a balance between:

  • the reduction of consumer detriment; for more transactions, by more consumers, in more circumstances
  • being inclusive, independent, sustainable, visible, and well-understood

Vision and Future Strategy - Baroness Crawley's presentation (PDF 520KB)

What is involved in the approval process?

The two-stage approval process ensures the code sponsor will adhere to set code criteria including: 

  • the provision of clear pre-contractual information
  • protection of prepayments
  • dealing with consumers in their own home
  • monitoring procedures
  • independent dispute resolution schemes

Codes will be approved only if they can robustly demonstrate a potential reduction in consumer detriment. Codes approval is intended to be a rigorous and intensive process for code sponsors.


2015 Annual Report

The 2015 Annual Report  (1.3MB), published January 2016, is the first report produced by CTSI since taking over the Consumer Codes Approval Scheme.   It covers the history and purpose of the scheme, governance, key activities, communications, marketing, finances and current code sponsors.



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