Great question! CDRL (which stands for Consumer Dispute Resolution Ltd) is a not for profit Alternative Dispute Resolution (ADR) provider, founded in 2014. We’re the parent company behind 5 ADR schemes… Heard of any of them? AviationADR UtilitiesADR RetailADR CommsADR Consumer Arbitration We’re not a watchdog or a regulator – our job is to resolve disputes between consumers and traders.

Arbitration is a form of Alternative Dispute Resolution (ADR) carried out in line with the Arbitration Act 1996. It is a cost-effective, speedier, and less formal alternative to resolving your dispute through the courts. It is conducted privately based upon written documentation and evidence. In an Arbitration, the disputing parties agree to refer their dispute to an independent third party, the Arbitrator (e.g. Consumer Arbitration), who will make a decision on the dispute. The Arbitrator’s decision is usually legally binding on the parties.

What airlines, companies, retailers, and brands can I use CDRL's schemes to complain about?

Please see a comprehensive list of all the traders who are Participating Members of our schemes HERE

What complaints can CDRL's schemes help with?

Each scheme can accept complaints about their respective Participating Member traders, which you can check on their site: AviationADR UtilitiesADR RetailADR CommsADR Consumer Arbitration PLEASE NOTE: To be eligible to make a complaint against a trader using any of our schemes, you must have already complained to that trader directly. We can only deal with unresolved complaints.

CDRL

FAQs

ADR stands for Alternative Dispute Resolution. It’s a quick way to solve disputes out of court, and covers many sectors, from rail to air travel to utility bills.

Here’s how it works in the context of our 4 Adjudication schemes:

You complain to the trader. Their response – or lack thereof – leaves you unsatisfied. So, you come to us – a neutral third party.

Within 60 days of receiving all the information and evidence, we decide who’s in the right, and what’s owed. If you accept our decision, it becomes legally binding. Simple!

If you’re curious about our Adjudication ADR schemes, check out the sites below:

AviationADR
UtilitiesADR
RetailADR
CommsADR

PLEASE NOTE

We also run 1 Arbitration scheme called Consumer Arbitration, which operates differently, but also covers the retail sector. Please see our Consumer Arbitration site for more info!