CDRL is one of the UK’s largest ADR providers, helping thousands of consumers reach resolutions with companies across the following sectors every year:
… But what is ADR? What does it stand for?
What is ADR?
In the legal context, ADR stands for Alternative Dispute Resolution. But since that’s a bit of a word-salad, you can think of it as A Different Route;
Essentially, ADR is a quick (often FREE) alternative to taking a company you’re in dispute with to court.
There are many different types of ADR (explained below), and it can cover many different sectors: ranging from rail, to banking, to air-travel, all the way to your utility bills. Every ADR provider (such as CDRL) will have different sectors they specialise in, and different companies they can help you resolve complaints about.
Here’s how it would work in the context of AviationADR, one of our ADR schemes specialising in disputes with airlines & airports:
- You complain to your airline because they cancelled your flight
- The airline’s response – or lack thereof – leaves you unsatisfied
- You come to AviationADR – a neutral third party -, and escalate with us for FREE
- Within 60 days of receiving all the information and evidence, we decide who’s in the right, and what’s owed (such as financial compensation)
If you accept our decision, it becomes legally binding, and the airline would have to issue you the resolution that was agreed upon. Simple!
Check out AviationADR’s site HERE for more info!
What Types of ADR are available?
Alternative Dispute Resolution comes in many different forms, each with a slightly different process & outcome. Here are some of the most common types:
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Arbitration:
A formal, court-like process where an impartial third-party (the Arbitrator) listens to both sides and makes a decision based on all the facts and evidence.
Arbitration is usually legally binding on both parties.
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Adjudication:
Very similar to Arbitration, but the decision maker is known as an ‘Adjudicator’ and the decision is only binding on the parties if the consumer accepts it.
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Mediation:
An independent Mediator takes the role of a Facilitator, guiding discussion between the disputing parties but not interfering with their final decision.
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Conciliation:
Similar to Mediation, but the Conciliator may take a more active role in suggesting possible solutions.
Of course, more types of ADR exist, and we recommend you research what’s best for your case – but the above are the most common ones you’re likely to encounter as a consumer.
At CDRL, our ADR schemes operate as follows:
– AviationADR: Adjudication, FREE for consumers to use
– CommsADR: Adjudication, FREE for consumers to use
– RetailADR: Adjudication, FREE for consumers to use
– UtilitiesADR: Adjudication, FREE for consumers to use
– Consumer Arbitration: Arbitration, consumers pay a small upfront fee, which is reimbursed if the decision falls in their favour
This makes our services ideal if you’re looking for a quick, stress-free resolution to your dispute.
Check out our schemes HERE for more info!
Is ADR effective?
Yes! In most cases, ADR ends up being legally binding. That means the decision is enforceable in court, and the company you’ve complained about has to issue you your owed remedy/resolution if the case outcome is in your favour.
Is ADR legit?
Yes – in the UK, ADR is heavily regulated and is underpinned by legislation.
Up until October 2026 ADR providers must abide by the rules set out within the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. From October 2026, the applicable law will be the Digital Markets, Competition and Consumers Act 2024. To ensure compliance, CDRL is regulated and monitored by the Civil Aviation Authority, Chartered Trading Standards Institute, and Ofcom.
This level of regulation ensures the process is kept legitimate, unbiased, and that it operates fairly across sectors.
How much does ADR cost?
The cost of ADR differs based on the provider, scheme, and type of ADR you are using. At CDRL, all of our following ADR schemes are completely FREE for consumers to use:
However, since Consumer Arbitration is an Arbitration scheme – not Adjudication -, that particular scheme charges consumers a small upfront administration fee:
- £10 for claims up to £750
- £25 for claims over £750
… But if our Arbitrator finds in favour of you, the consumer, then the company you’re in dispute with is directed to reimburse this cost as part of the resolution.
How do I get started?
If your complaint is within the aviation, retail, utility, or communications sectors, you can start the process with us today via any of our relevant schemes below:
> CommsADR
Make sure to read through our sites carefully to understand the process, the requirements, and next steps. If your complaint isn’t eligible to be escalated with us, remember: there are many other ADR providers out there who may be able to help you too!
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