We are a consumer dispute resolution centre providing our users with an independent review mechanism. We recognise that businesses and consumers want to get on but sometimes this is not possible. We provide our users with a third course.
We provide a specialist dispute resolution service for customers on behalf of businesses and organisations.
For the individual, this allows for a quick and efficient redress without having to begin costly legal proceedings or engaging the formal processes of (often bureaucratic) public bodies.
For businesses and organisations, we build and retain customer loyalty by promoting best practice. Please note that an outcome of a dispute adjudicated by us could be different to an outcome adjudicated by the Courts.
Our decisions may be binding in law.
Alternative Dispute Resolution
We provide an independent Appeal process where business deal with their own complaints.
We are an official Alternative Dispute Resolution (ADR) body approved by the Chartered Institute of Trading Standards (CTSI) for claims brought in the EU. Our services are free of charge to the consumer.
We cover all civil disputes between a consumer and a trader where the consumer seeks monetary compensation or other relief from the trader.
We cover domestic and cross border disputes on consumer contracts initiated by the Consumer against a trader.
No financial thresholds apply on the amount of claim that may be brought by the consumer.
If you are a consumer in the EU with a complaint against a trader which is unresolved, the trader must provide you with details of an approved ADR body and indicate if they are willing to enter into the process of dispute resolution.
See our case reports
on traders which provides a valuable resource to consumers. See also our consumer guides
where we provide information on useful topics.
We also provide a mechanism for settling disputes on a provisional basis.
This includes situations where there is an ongoing contractual relationship between the parties such as where the consumer is undertaking significant building works or other long term contract.
A provisional decision may be necessary to allow the contract to be completed when the dispute can then be fully and properly resolved either by us under ADR or other dispute resolution process.
This process follows the procedure set out in Section 108 of Housing Grants, Construction and Regeneration Act 1996.