What We Do

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 a specialist dispute resolution service for customers on behalf of businesses and organisations. For the individual, this allows for a quick and efficient redress. For businesses and organisations, we build and retain customer loyalty by promoting best practice.

Alternative Dispute Resolution (ADR)

We are an official Alternative Dispute Resolution body approved by the Chartered Institute of Trading Standards (CTSI). 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 ADR. Before agreeing or following a proposed solution with us through ADR, the parties are informed that:

(i) they have the choice as to whether or not to agree to, or follow the proposed solution;

(ii) participation in the procedure does not prevent the possibility of seeking redress through court proceedings;

(iii) the proposed solution may be different from an outcome determined by a court applying legal rules. An outcome of a dispute adjudicated by us could be different to an outcome adjudicated by the court.; and

(iv) the legal effect of agreeing to, or following the proposed solution. Our decision may be binding in law.