Retail ADR

About Us

RetailADR is an Alternative Dispute Resolution (ADR) scheme which helps resolve disputes between consumers and traders.

Use of the RetailADR Alternative Dispute Resolution scheme is FREE to consumers and can be submitted without the need for any independent advice or third-party representation.

Purpose

The main purpose of the Retail ADR scheme is:

The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of Retail ADR (“Members”);
The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers;
Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.

Retail ADR is set up as a limited by guarantee company and has 3 parts to its structure:

Retail ADR Office (administration and adjudicators)
The Office of the Adjudicator
Retail ADR Standards Board

Complaints start and finish with the Adjudicator. In his decisions, he is impartial and independent of RetailADR Office, RetailADR Standards Board, and all outside influences.

Integrity and Independence

Our independent status is at the heart of everything that we do – as is our commitment to openness, honesty and integrity. We recognise the importance of this to everyone that relies on our services.

Independent Standards Board (“Board”)

To help preserve our independence and provide an invaluable set of checks and balances on our work, the Board acts to regulate how we operate. All Board members share our vision of inspiring complainant confidence and raising industry standards, and do so on a voluntary basis.

The Board regularly reviews a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.

The Board is governed by the Board Constitution.

Our Powers

a. To direct that a Member take, or desist from taking, such steps as he may specify, including the issuing of a formal apology to the Complainant;

b. To direct that a Member pay the Complainant a financial Award, in full and final settlement, not exceeding £25,000 by way of compensation for i) actual proven financial loss and/or aggravation, distress and/or inconvenience caused by the act(s) or omission(s) which was/were the subject matter of the complaint and/or ii) any reasonable proven costs incurred by the complainant in bringing the complaint.

If the trader is a member of RetailADR, they will be contractually obligated to implement our decision.