A common query we get about our Alternative Dispute Resolution schemes is: what evidence will I need to submit? How do I make a strong case for my complaint?
When it comes to an ADR outcome, evidence can be crucial. But it can be hard to know what documents are worth including. Although every dispute is unique, there are certain types of evidence that can prove particularly helpful across a wide range of cases – including some that consumers often overlook!
That’s why we’ve put together this article to help you identify what evidence to include when it comes to filling out any of our ADR Complaint Forms and attaching your evidence.
Read on to find out more!
If you’re curious about the ADR schemes we operate, you can visit their websites below:
> CommsADR
What counts as evidence in an ADR complaint?
Anything can be evidence.
As long as something helps support and prove the points raised in your complaint, you should consider including it when submitting your case to us.
Some common examples of evidence in ADR cases include:
- Contracts
- Booking confirmations
- Receipts/invoices
- Emails & text messages
- Photos
- Letters
Even hyper-specific things like the metadata in your photos showing a date, time, or location may be helpful when trying to prove your case.
Evidence consumers often overlook:
- Costs incurred as a result of the issue, even after your complaint
- The original Terms and Conditions at the time of your purchase
- Screenshots of the original advert/product listing
- Screenshots of the trader admitting guilt
- A break-down of the amount you’re claiming
How do you know what evidence to include in an ADR complaint?
This is the tricky bit.
What can happen is that consumers with an overwhelming amount of evidence relating to their complaint will just submit everything to us without considering the relevancy. That makes sense – after all, it’s our job to read through everything you submit when issuing a Determination.
But before you hit that submit button, review your complaint again first:
- What happened?
- What should the trader have done differently?
- What outcome do I want?
Now: which bits of evidence support my answers to those questions the best?
There’s nothing wrong with providing a wide range of evidence to support your complaint. In fact, this can help us build a fuller picture of what happened and better understand the circumstances of your case.
However, it can also be helpful to clearly highlight a few key pieces of evidence that you believe are most relevant to your complaint. This makes it easier to identify the important details and understand how they support your position.
How should you organise your evidence?
As aforementioned, highlighting your key evidence can help strengthen your position in an ADR complaint. But how do you organise your evidence in a way that highlights your key points?
Here’s what we suggest:
- Create a timeline
List the key events in chronological order, with the relevant dates at each step. - Evidence each key event
Where available, try to support your account of each of those key events with a piece of evidence, and make the relation clear to us. - Attach the rest of your evidence
Once you’ve highlighted your key evidence, make sure to attach any other supporting proof you have too.
That’s it.
State your account of events, systematically evidence each key event (if you have the relevant proof available), and attach anything else you think is relevant too.
Your explanations don’t need to be complex, either. Something simple like the following would be perfectly fine:
The utility provider is claiming that its engineers entered my property at 16:30 on 4 September 2026. However, the attached photograph (titled Document_1.jpg), shows them beginning work on my boiler at 12:00 that day.
However, this is all just our suggestion – not a set rule. You can present your evidence and account of events to us however you’d like!
What if you don’t have all the evidence?
Don’t worry.
We understand that consumer disputes are complex – and not every case brought to us will come with a clear paper trail.
Just provide whatever you do have, and explain any gaps wherever possible. It may be the case that you have a stronger case than you think, even with only a few compelling pieces of evidence – such as correspondence with the trader.
Does having more evidence make it more likely for you to win an ADR complaint?
Not necessarily. Although giving us more evidence can help paint a clearer picture of what happened and support your account of events, it can also do the opposite if you’re not careful.
Submitting a few clear, relevant pieces of evidence can often make a stronger case for you than dozens of loosely related documents.
What happens after you submit your evidence?
Once you’ve submitted your complaint and accompanying evidence to us, congratulations – you’ll have officially kick-started our relevant scheme’s ADR Complaints Process!
This will differ from scheme-to-scheme, so it’s important you check the relevant scheme website’s Complaints Process page to find out your exact next steps:
> CommsADR
How do I submit a complaint to CDRL?
If your complaint is within the aviation, retail, non-regulated 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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