Retail ADR
How to make an online or in-store retail complaint
If you’ve had a dispute with a retailer (online or in-store) and are looking to escalate the complaint for a swift resolution, then RetailADR is here to help you get your dispute resolved.
You may have a problem or a dispute with the retailer’s goods/products you purchased or services which you have found to be unsatisfactory. If this is the case, and you have already complained to the retailer, you can use our Complaint Form to get your complaint process started.
Before you file your complaint with us
Please note that to be eligible to make a complaint against a retailer, you must have already complained to that retailer directly in writing and either:
- Received a Final Written Response (also known as a ‘Deadlock Letter’)
- Given the retailer 8 weeks to respond to your dispute
… You can only submit your complaint to us once at least 1 of these conditions is fulfilled.
RetailADR can only deal with unresolved complaints.
Complaints RetailADR can deal with:
The retailer (online or in-store) sector covers consumer complaints against any supermarkets, high street shops, and online stores. Below is a list of popular sources of complaints which RetailADR handles:
- Returning goods
- Faulty goods
- Missing parts
- Delivery
- Customer service
- Pricing
- Misrepresentation
- Product description
- Supermarkets
- High street shops
- Online stores
- Furniture/furnishings
- Shopping centres
- Department stores
- Bookstores
- Bridal shops
- Cycle shops
- Sports shops
- Private clinical services
If a trader has refused, ignored, or otherwise left you unsatisfied after you made a complaint to them, you can escalate matters for FREE with RetailADR.
Ways to Complain
There are three (3) ways to bring your complaint to RetailADR:
By Post
You can download our paper complaint form HERE and send the completed form to:
UtilitiesADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW
Online
If you have access to the Internet, you can file your complaint via our online portal.
To access this, simply go to our homepage and click on:
By Telephone
You can telephone us on:
0203 540 8063
Our Support centre operates Monday to Friday, 9:30am – 12:30pm
We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.
For more information about RetailADR, please view our FAQ page.
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