Consumer Arbitration Services
Operating across United Kingdom
About the Scheme
We can deal with most disputes between consumers and traders including disputes in relation to:
- Returning Goods
- Faulty Goods
- Missing parts
- Delivery
- Customer service
- Misrepresentation
- Product description
- Other
We cannot deal with complaints about any of the following sectors:
- Financial institutions (i.e. Banks)
- Vehicle sales and servicing
- Utility providers (water, gas, electricity)
- Phone service providers
- Solicitors
- Other professional providers
To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:
Head of Service Complaints
CDRL
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
Milton Keynes
MK12 5TW
Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler/Adjudicator where possible/applicable.
How it Works
Step 1
Upon submission of your claim form and arbitration fee, our administration team will verify that the claim is within the jurisdiction of the scheme, within 48 hours.
Step 2
If your claim is deemed to be ‘in scope’ it is passed to the trader for review. They will then have 21 days to provide a response/defence to your claim.
Step 3
Following submission of the traders response/defence, you will be notified and given the opportunity to comment on what the trader has said. This is known as your ‘Reply’ and must be submitted within 7 days.
Step 4
Following submission of your Reply, the trader is given 7 days to provide any comment in relation to this.
Step 5
The case is passed to an Arbitrator who will produce a written decision (known as an ‘Award’) within 28 days.
Consumer Arbitration Subscribers
The retailers below have subscribed to Consumer Arbitration. If the retailer your complaint is with does not appear below, you can either look on our RetailADR to site to see if they subscribe to that scheme (www.retailadr.org.uk) or contact our initial assessment team who will be glad to help – 0203 540 8063
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 here
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