About us

We are a not for profit alternative dispute resolution (ADR) provider, founded in 2014. We operate independent ADR schemes in the aviation, communications, retail and utilities sectors.

We’re not a watchdog or a regulator – our job is to resolve disputes between consumers and businesses.

The People Behind CDRL

The Board of Directors

Sir Eric Peacock
Chairman

Christina Brooks
Non- executive

John Seaton
Non- executive

John Facenfield
Director of ADR

The ADR Officials

All of our ADR Officials are recruited on a permanent basis with no fixed term employment.

We have 30 ADR officials, which consist of 2 managers, 25 adjudicators and 3 arbitrators. All were appointed on a permanent basis after a rigorous interview to check competency.

We also have a bank of part-time adjudicators who are deployed when needed.

Our service promise

Our aim is to resolve disputes fairly, reasonably and quickly; and ultimately to reach the correct outcome in every case. You can expect the following service standards:

We will always be polite and courteous in our dealings with you
We will provide and receive information in different formats upon request and will endeavour to accommodate all of your needs
We will review all information and evidence that you provide (unless provided outside of our timetable)
We will use plain English in all of our communications, where possible
We will finalise most cases within 90 days of receiving a complete complaint file and will notify you of this date
We will be fair to both parties throughout the procedure
We will act in an impartial manner at all times

Independence and Impartiality

Our independence and impartiality is at the heart of all that we do, as an alternative dispute resolution scheme. To this end, we have the following strict rules in place, that these are adhered to at all times:

Neither CDRL nor any employee nor other individuals who work with CDRL (including complaint handlers, adjudicators, management team and the Independent Assessor) shall i) hold shares in any airline, airport, retailer or trader that CDRL deals with ii) receive any remuneration that is linked to the outcome of a case and iii) shall declare any circumstances that give rise to a conflict of interest.
CDRL must treat both parties to a complaint equally and fairly.
CDRL must consider all information and evidence (provided on time) provided by both parties.
CDRL must not discriminate against any party.
CDRL must ensure that all outcomes are based on i) the law ii) what is fair and reasonable and iii) the balance of probabilities, giving full reasons for all decisions made.
CDRL must ensure that fees charged to airlines are not linked in any way to the outcome of cases.

Our board of directors, which includes independent directors, also maintain a watching brief over cases processed by CDRL by randomly checking case files.