Alternative Dispute Resolution (ADR) Services
Operating in UK and across the EU
If you have an unresolved complaint with a seller of goods or services, we may be able to help
Welcome to CDRL
Consumer Dispute Resolution Limited (CDRL) is a leading alternative dispute resolution (ADR) provider and is approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, by the Civil Aviation Authority, Chartered Trading Standards Institute and Ofcom.
Our ADR Schemes
We operate six ADR schemes, each of which has it own specialist and highly trained team. We can resolve disputes between consumers/companies and traders where the trader participates with one of our schemes.
How it Works
Here’s what you need to do before lodging a complaint with us and how the process works
1. Complain to your provider
You must first log a formal complaint with the company you are complaining about.
2. Lodge a complaint with us
If the provider is unwilling to resolve the complaint, they should send you a deadlock letter referring you to us. If not, you can still escalate the complaint to us if it's unresolved after 8 weeks.
3. We'll work to resolve the complaint
We’ll pass your complaint to the company and ask for their defense. You will then be given an opportunity to provide us with comments on the defense following which one of our arbitrators/adjudicators will review the evidence and provide a final written decision.
Why use our services
- We provide an independent and impartial service
- Our adjudicators/arbitrators are experts in their fields
- Our process is simply to use and efficient
- We will produce a written decision within 90 days, often far quicker
- Traders that subscribe to our ADR schemes are bound by our decisions
- Our determinations are enforceable in court
- We are approved by CTSI, the CAA and Ofcom
- Tens of thousands of consumers use our service each year
Stats and Reports
- Aviation: Complaint stats and reports
- Communications: Complaint stats and reports
- Retail/Consumer Arbitration: Complaint stats and reports
- Utilities: Complaint stats and reports
Ready to lodge your complaint?
Customer Assistance
Contact Centre
Our contact centre operates Monday to Friday, 9am – 5:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.
Contact can be made via
0203 540 8063
enquiries@cdrl.org.uk
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW
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