SCHEME Rules

London Arbitration Centre Limited

SCHEME Rules

1.1 "We" or "Us" or "Our" or “LAC” means the London Arbitration Centre Limited a Company registered in England under No.8945377.

1.2 "consumer" means an individual acting for purposes which are wholly or mainly outside that persons trade, business, craft or profession;

1.3 "trader" means a legal person acting for purposes relating to that person's trade, business, craft or profession, whether acting personally or as a legal entity.

1.4 "ADR" means Alternative Dispute Resolution.

1.5 "ADR official" is an Adjudicator engaged by us to determine any dispute.

1.6 "the Parties" means the consumer and the trader.

1.7 “claim” means the complaint by the consumer against the trader for which the consumer seeks a resolution from the ADR official consisting of the information provided by the consumer under to Rule 10.2.

1.8 “the Response” means the information provided by the trader under Rule 10.2.

1.9 “the Reply” means the information provided by the consumer under Rule 10.4 

Scope & Basis of Our Services

2.1 The LAC is an accredited provider of ADR services under Part 4 (Chapter 4) of the Digital Markets, Competition and Consumers Act 2024 (DMCC).

2.2 These Scheme Rules constitute a contract between Us, the trader and the consumer under which we agree to provide ADR services to the Parties through an ADR official engaged by Us on behalf of the Parties.

The ADR Provided by Us

3. The LAC provides dispute resolution through Adjudication. This is where We will appoint and engage an ADR official to act as Adjudicator who will review a dispute and makes a decision to resolve it. Mediation is another form of ADR which is not provided by Us. Mediation is a voluntary dispute-resolution process where a neutral third party helps the Parties talk through the dispute and try to reach their own agreement. Adjudication is a process where a neutral third party makes a decision on the dispute. The main difference is that in mediation, the mediator facilitates discussion but does not decide the outcome. The Parties stay in control of any settlement. In Adjudication, the ADR offiicial decides the issue after considering the Parties’ positions. Mediation is “help us agree.” Adjudication is “decide the dispute for us.”

The Type of Disputes 

4.1 Subject to Rule 4.2, We will accept a dispute for resolution using ADR arising out of any contractual relationship between a trader and a consumer. We handle complaints from sectors involving retail, education and training, motor vehicles and repairs, marine services and repairs, building and repairs, transport & holidays, accommodation, communications, digital services, parking and legal services.  The types of complaints We deal with include complaints that goods and/or services provided by the trader are defective and/or the trader failed to use reasonable skill and care.  The outcome of the complaint will usually be an award of compensation (See Rule 12.3), however, we may make an order for any remedy available to the consumer under the Consumer Rights Act 2015.

4.2 We will not accept a dispute for resolution using ADR any claim arising from gambling or the sale of insurance or financial products or services or any other products or services sold to a consumer where dispute resolution is available to the consumer under any other statutory scheme such as in the energy sector.

Outcomes

5.1 The outcome of the ADR will be either dismissal of the claim made by the consumer, a recommendation made by Us to the trader or an order that the trader pay compensation to the consumer or any combination of the above.

Language & Equality 

6.1 The ADR shall be conducted in English language.

6.2 All parties will be treated equally, fairly and without discrimination in any form based on race or colour, ensuring equal treatment in the ADR regardless of 

Gender/Sex, Age, Disability, National Origin, Religion, Genetic Information,

Sexual Orientation or Gender Identity. 

Commencement of ADR

7.1 The ADR shall commence following completion and submission of the online claim form by the consumer through our website (or delivered to us by email or through the national postal system).

7.2 Submission of the claim form shall not mean that the dispute has been accepted by Us for resolution using ADR until the Parties have been informed by Us in writing that the ADR is effective.

7.3 The requirements that need to have met before the ADR procedure can begin (or continue, as the case may be) are as follows;-

7.3.1 the trader must have paid the ADR charges under Rule 16;

7.3.2 the consumer must have allowed the trader to have fully investigated the consumers’ complaint and have provided to the consumer a final decision on the complaint (the ‘deadlock letter’). The submission of the claim form under rule 7.2 must be accompanied by the deadlock letter;

7.3.3 the consumer must have accepted the check box on the claim submission page of Our website confirming the consumer agrees to abide by the final decision of the Adjudicator appointed by Us or otherwise have confirmed in writing to us that the consumer agrees to abide by the final decision of the Adjudicator appointed by Us.

Refusal to Accept the Claim

8.1 We will reject a dispute for resolution using ADR where the trader is not a member of our ADR scheme or where the trader does not pay for the ADR service.

8.2 The mandatory grounds upon which We will refuse to accept a dispute for resolution using ADR are as follows;-

8.2.1 prior to submitting the claim to us, as a first step, the consumer has not attempted to contact the trader concerned to discuss the consumer s complaint and sought to resolve the claim directly with the trader;

8.2.2 the dispute is in the opinion of the ADR official frivolous or vexatious;

8.2.3 the dispute is being, or has been previously, considered by another ADR entity or by a court;

8.2.4 the consumer has not submitted the complaint to Us within a 12 months of the final deadlock letter from the trader;

8.2.5 We are of the opinion that dealing with such a type of dispute would seriously impair the effective operation of the LAC;

8.2.6 If one of the Parties has sought to deliberately mislead Us on a matter relating to the existence or non-existence of one of the grounds for refusing to deal with the dispute, we retain the right to immediately refuse to deal with the dispute.

8.3 If We are unable to accept a dispute for resolution using ADR, either due to their grounds for refusal or because the dispute falls out of scope, We will notify both Parties as soon as possible. 

Governing Laws 

9.1 The dispute shall be resolved in accordance with the laws of England and Wales.

9.2 In addition to paragraph 9.1 We will also take into consideration; rules of equity, codes of conduct issued by professional bodies with whom the trader may be registered and similar fact determinations by any competent Court, tribunal or other ADR entity.

Procedure

10.1 We will conduct the ADR using a written procedure. A hearing with the parties in attendance will not be held unless the ADR official deems it necessary. Where an ADR official deems a hearing necessary, the procedure at the hearing will be determined by the ADR official and the hearing may be conducted by telephone or other media available to both parties.

10.2 We will provide the Parties to a dispute with details of the outcome requested by the other party together with arguments, evidence, documents and facts put forward by that party to the dispute, including a statement made, or opinion given, by an expert. This process of exchange can be repeated as often as required by the ADR official subject to both parties seeing all the evidence / comment provided by the other party. 

10.3 We will provide the Parties a reasonable period of time (not less than 21 days) to consider the information provided under rule 10.2.

10.4 We will ensure that the consumer may comment on the information and documents provided by the trader in Response to the claim.

10.5 Any interim direction or interim order of the ADR official pending final determination of the dispute by the ADR official shall be binding upon the Parties and non compliance by either Party with any Rule or interim order/direction shall entitle the ADR official to debar the defaulting Party from proceeding with the claim or defending the claim as the case may be.

10.6 The Parties shall copy in the other party when emailing us. This is to ensure transparency throughout the ADR process.

10.7 We will keep the Parties informed as to the progress of the ADR and any action required by the other party to the dispute.

10.8 The ADR official will make his/her determination according to the evidence before him/her which has been presented by the Parties in writing (or in person at a hearing where this is held).

10.9 The ADR official will not make his/her determination before the ADR official has all the information he/she needs to begin the ADR process (‘the complete file’) and the parties will be so notified that the dispute has been referred to the ADR official for final determination once a complete file has been received.

Timetable Following Commencement of ADR

11.1  Period 1 – 14 days;

The claim will be checked for acceptance by Us. We will decide whether the dispute is acceptable by Us for resolution using ADR. As part of the ‘on boarding process’, the claim may be returned to the consumer for correction/amendment. The Parties may be required to provide information or documents to ensure regulatory compliance. 

11.2  Period 15-35 days;

The claim will be delivered to the trader using electronic medium and the trader will be directed to file and serve upon the consumer a Response to the claim within 21 days.

11.3  Period 36 -56 days:

The Response will delivered to the consumer using electronic medium (unless the consumer has elected to use postal communications) and the consumer will be given an option to file and serve upon the trader a Reply to the claim within 21 days.

11.4  Period 57-90 days;

The ADR official appointed by us will make a final determination on the dispute. 

11.5 Nothing in Rules 11.1 to 11.4 shall make the timetabling binding upon Us or the ADR official and the time table will be subject to the change depending upon the circumstances of the case.

11.6 The ADR official may make any consequential case management directions or make alterations to the procedural timetable. If the case is complex, resolution of the dispute may go beyond 90 days.

Binding Decision

12.1 The Parties are informed that before a final decision on the dispute is delivered by the ADR official:

12.1.1 they have the choice as to whether or not to agree to use ADR, or participate in ADR;

12.1.2 participation in the ADR does not prevent the possibility of seeking redress through court proceedings up until a final decision on the dispute by an ADR official is delivered to the Parties by Us;

12.1.3 the final decision may be different from an outcome determined by a court applying legal rules; and

12.1.4 the legal effect of the final decision on the dispute by an ADR official means the final decision is binding on both Parties and both Parties lose the right to seek redress through court proceedings.

12.2 The consumer may withdraw from the ADR at any time before a final decision of the ADR official is delivered to the Parties by Us.

12.3 The final decision of the ADR official on the dispute is binding upon the trader and the consumer and/or the Parties to the dispute subject to statutory rights of Appeal. The Parties will be notified by the ADR official of the outcome of the claim in writing and will provide a statement of the grounds on which the outcome is based. A copy of the decision will be delivered to the parties or their legal advisors (where such have been retained).

12.3 The outcome will be a final decision which will decide whether the complaint by the consumer is upheld and if so,the relief that will be awarded to the consumer, if any. The relief will typically consist of a payment by the trader to the consumer of money as compensation. The amount of compensation will be assessed by the ADR official and set out in the final decision. 

12.4 Because we are imposing decisions on the Parties, We will give notice to the consumer before a final decision on the dispute by an ADR official is delivered to the Parties reminding the consumer in writing of their rights under Rule 12.1 and Rule 12.2 so that We do not restrict or undermine the consumers’ statutory rights not to use ADR. The consumer will be allowed a minimum of 7 days to consider whether they are willing to accept a binding decision on the dispute.

Costs and Legal Representation

13.1 The Parties are not obliged to retain a lawyer or a legal advisor, but they may seek independent advice or be represented or assisted by a third party at any stage of the ADR.

13.2 The ADR official may in his/her discretion make an award of the costs incurred by the Parties in making or responding to the claim but such costs will not include the cost of any legal representation.

Compliance

14.1 Where the trader does not comply with any outcome determined by the ADR official, the decision of the ADR official may, if applicable, be registered by the consumer as an Order of the High Court under the Civil Procedure Rules and thereafter may be enforced as an Order of the Court. 

Confidentiality

15.1  Following acceptance of the dispute for resolution by Us using ADR, the Parties will keep confidential all information disclosed by Us or to Us or to each other party to the dispute and will not make or cause to be published any interim or final decision of an ADR official without our permission.

15.2 Following acceptance of the dispute for resolution by Us using ADR neither Party will publish or cause to be published either directly or indirectly any negative comments about Us or the other party to the dispute.

Our Charges

16.1 The ADR is provided free of charge to the consumer. 

16.2. The trader is responsible for paying our charges for the ADR service provided by Us to the Parties.

16.3 The charges payable by the trader shall be paid before commencement of the ADR. 

16.4 Disbursements may arise during the course of any ADR. An example may be the cost of an expert report. The trader shall bear the cost of any disbursements unless the Parties have agreed otherwise.

Accessibility

17.1 We will make reasonable adjustments for consumers living with a disabilty or vulnerability in accordance with our reasonable adjustments policy  

https://londonarbitrationcentre.com/reasonable-adjustment

17.2 Consumers are able to submit their disputes;

Online

https://londonarbitrationcentre.com/make-a-claim-1

by Post

121 Dorrington Close

Luton

LU3 1XP

by Email 

adr@londonarbitrationcentre.com

17.3 Consumers are able to contact us by telephone on 0203 287 4003

Rule Updates and Changes

18. We reserve the right to update or change these Rules from time to time and the Parties shall abide by the current Rules in force.

Updated July 2026