FAQs

Consumer Arbitration is an Alternative Dispute Resolution (ADR) scheme operated by Consumer Dispute Resolution Limited (CDRL). We specialise in resolving disputes between consumers and traders/retailers.

CDRL is an independent and impartial organisation that specialises in ADR in the following areas:

• Aviation
• Utilities
• Retail
• Communications

Traders/retailers that are Members of Consumer Arbitration are bound by our Scheme Rules – which state that they will be bound by any decision we make.

Our role is to ensure all parties receive a fair and reasonable outcome. To ensure that we adhere to this at all times an Independent Standards Board monitors our recommendations and decisions.

For more information please click HERE

RetailADR and Consumer Arbitration are 2 separate ADR schemes, which both operate in the Retail sector.

RetailADR is an Adjudication scheme: a less formal type of ADR process. It differs from Consumer Arbitration in the following areas:

• It’s FREE for consumers to use
• The outcome is legally binding only if you accept it

Consumer Arbitration is an Arbitration scheme: a more formal type of ADR process. It differs from RetailADR in the following areas:

• Consumers must pay a small upfront fee to use it (which will be reimbursed as part of the remedy if the Final Decision is in your favour)
• The entire process must be conducted in writing
• The outcome is legally binding under the Arbitration Act 1996 and cannot be overturned unless a court decides it is a result of fraud, corruption or serious misconduct by the Arbitrator

Yes, RetailADR is FREE for consumers to use.

No:

Unlike RetailADR (which is free for consumers to use), our Consumer Arbitration scheme is NOT free-to-use, and comes with a small upfront fee depending on the amount your dispute is worth:

• £10 for disputes up to the value of £750
• £25 for disputes over the value of £750

Please see our About Consumer Arbitration page for more information.

Please see a comprehensive list of all the traders who are Members of our scheme HERE

Please see a comprehensive list of all the traders who are Members of our scheme HERE

Each scheme can accept complaints about their respective member traders.

Please see the following page that lists issues we can deal with HERE

PLEASE NOTE:

To be eligible to make a complaint against a trader using either RetailADR or Consumer Arbitration, you must have already complained to that trader directly in writing.

We can only deal with unresolved complaints.

ADR stands for Alternative Dispute Resolution. It’s a quick way to solve disputes out of court, and covers many sectors – not just retail.

Here’s how it works in the context of RetailADR:

You complain to the trader. Their response – or lack thereof – leaves you unsatisfied. So, you come to RetailADR – a neutral third party.

Within 60 days of declaring a Complete Complaint File, we decide who’s in the right, and what’s owed. If you accept our decision, it becomes legally binding. Simple!

If you’re curious about our other ADR schemes, check out the sites below:

• Utilities
• Aviation
• Communications

Arbitration is a form of Alternative Dispute Resolution (ADR) carried out in line with the Arbitration Act 1996.

It is a cost-effective, speedier, and less formal alternative to resolving your dispute through the courts. It is conducted privately based upon written documentation and evidence.

In an Arbitration, the disputing parties agree to refer their dispute to an independent third party, the Arbitrator (e.g. Consumer Arbitration), who will make a decision on the dispute.

The Arbitrator’s decision is legally binding on the parties.

It’s important that you complete the Complaint Form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:

• Receipts (please note all claims for reimbursements of costs, must be substantiated with itemised receipts or proof of payment)
• Photographs
• Copies of correspondence

The answer to this depends on the scheme you’ve used.

RetailADR:

Consumers are not bound by RetailADR’s recommendations or decisions unless they agree to be bound. If you do not agree to accept our decision, or are unhappy with the outcome, you can still seek alternative routes of redress (such as court).

Member traders are required to implement resolutions (such as compensation payments) within 30 working days.

If this has not happened please let us know by contacting your complaint handler.

For more information, please click HERE

Consumer Arbitration:

Under Consumer Arbitration, the Award (outcome) is legally binding under the Arbitration Act 1996 and cannot be overturned unless a court decides it is a result of fraud, corruption or serious misconduct by the Arbitrator.

Court action like this is uncommon and should not be attempted without independent legal advice and representation.

Member traders are required to implement resolutions (such as compensation payments) within the set timeframe.

If this has not happened please let us know by contacting your complaint handler.

For more information, please click HERE

Please see the RetailADR Scheme Rules HERE

Please see the Consumer Arbitration Scheme Rules HERE

Please see our detailed Step-by-Step guide on our Complaints process HERE

Make sure that, before you even submit your complaint to us, you have complained to the trader directly in writing and either:

• Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
• Given the trader 8 weeks to respond to your dispute

We can only process unresolved complaints.

Please see our detailed Step-by-Step guide on our Complaints process HERE

Make sure that, before you even submit your complaint to us, you have complained to the trader directly in writing and either:

• Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
• Given the trader 8 weeks to respond to your dispute

We can only process unresolved complaints.