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

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.

Welcome to CDRL

Consumer Dispute Resolution Limited (CDRL) is an 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.

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 raise a formal complaint in writing 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 defence. You will then be given an opportunity to provide us with comments on the defence 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?

Start 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.