RetailADR
Operating across United Kingdom
If you have an unresolved complaint with a retailer or trader, we may be able to help
About this Scheme
Complaints we can deal with
We can deal with most complaints between a consumer and a trader that subscribes to our scheme, including:
- Goods not of satisfactory quality
- Goods not as described
- Returning goods
- Missing goods/parts
- Delivery issues
- Pricing issues
- Misrepresentation and Mis-selling
- Customer service issues
- Complaints about a service
Complaints we cannot deal with
We cannot deal with your complaint if:
- You have not already made a complaint direct to the retailer/trader in writing and either received a final response or at least 8 weeks has passed since you filed your complaint;
- The retailer/trader does not subscribe to our scheme.
We have an obligation to process claims within 90 days of receiving the evidence from both consumer and retailer/trader. However, consumers typically receive their decision within 30 days.
The scheme is approved and regulated by Chartered Trading Standards Institute.
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.
To complain by post, please download a paper complaint form adjacent to this drop down menu. Once you have completed your complaint form, please return it to us at our registered office address (CDRL, 12/14 Walker Avenue, Wolverton Mill, MK12 5TW) along with any evidence in support of your complaint. We shall deal with your complaint entirely by post. This may cause some delays to our standard complaint handling timeframes as set out in our Scheme Rules.
Please refer to our Reasonable Adjustments Policy contained in our Scheme Rules. To make a reasonable adjustments request, please either write to us via our support centre, by post or by telephone at 0203 540 8063. We will only be able to accept telephone calls for genuine requests for reasonable adjustments.
FAQ’s
Alternative dispute resolution (“ADR”) is used to resolve disputes informally and confidentially without the matter being dealt with by the courts.
Adjudication is the ADR method that we provide. Adjudication is a cost effective, speedier and a less formal alternative to resolving your dispute through the courts. It is conducted privately based upon written documentation and evidence. An adjudicator who is sufficiently trained weighs up the evidence submitted on balance and reaches a written decision. The adjudicator will apply relevant laws and regulations, as appropriate.
If you accept the adjudicator’s decision within the requisite timeframe, it will become binding upon the company. The company subsequently has 28 days to fulfil the directions set by the adjudicator. If you reject the decision, the Final Determination has no effect on you or the company.
To ensure that our principles of independence and impartiality are upheld, the adjudicator has no direct contact with either party to the dispute. However, if you require reasonable adjustments to submit your claim, you may contact our Administration Team by telephone.
No, the whole arbitration process is conducted in writing.
No, there is no obligation to have legal representation, but you may ask one to submit your claim for you if you want to. Please be advised that you will be unbale to claim for any charges you may be charged for a solicitor’s service.
The ADR service is free to use.
You can submit a claim to ADR if:
- The dispute is with a company that is a member of the Scheme;
- Your claim falls within scope of our Scheme Rules; and
- You have raised your complaint directly with the company in writing and either i) received a final written response (known as a ‘deadlock letter’) or ii) afforded the company eight weeks to respond to your dispute.
The Award will be produced within 90 days of us receiving a Complete Complaint File.
The Final Determination will have no effect in law if you choose not to accept it. We respectfully request that you inform us of your decision so that we can tell the company. If you reject the decision, you remain free to seek alternative redress by taking your claim to court.
You and the company remain free to settle the dispute independently outside of ADR at any time before the Final Determination is published by the adjudicator. If you opt to do this, our ADR scheme is unable to be involved in any negotiations. If a settlement is agreed, you must contact us immediately, in writing, to cease the ADR process. We will subsequently contact both parties to confirm that we will be closing the case as settled.
If the company does not follow the adjudicator’s directions within the requisite timeframe, you should contact us so we can make further enquiries with the company. However, in the event the Final Determination remains unsatisfied, you will have to submit to the courts for enforcement. We are unable to provide any guidance or advice about this process.
How RetailADR Scheme Works
Step 1
The complaint is reviewed and a decision made if it falls within scope, in accordance with 1.1 of the Scheme Rules. In the event that a complaint cannot be accepted, the complainant will be notified of this within three weeks.
Step 2
The complaint is passed to the retailer, which then has up to 28 days to confirm that it either wishes to defend or settle the complaint.
If the retailer agrees to settle the complaint, the retailer has 28 days to implement the agreed remedy (such as pay compensation). If the retailer elects to defend the complaint, the complainant will be given 7 calendar days to provide any comment on the defence, if it raises any new information or evidence that was not provided in the Deadlock Letter (Claimant's Final Comments)
Step 3
Following the Claimant’s Final Comments, the Respondent will have 7 calendar days to provide its final comments in response. Following this, RetailADR will notify the parties that it has a ‘Complete Complaint File’ From this stage, no further information or evidence may be submitted by either party, unless the Head of RetailADR authorises such submission.
Step 4
At this stage, the complaint is dealt with by the Adjudicator’s office where a determination is made in writing. Determinations are produced within 90 calendar days of the announcement of the Complete Complaint File. If the complaint is highly complex, RetailADR may extend the 90 day period, but must advise both parties of the additional time needed to make the Determination.
If the Determination is in your favour, you will have 7 days to accept the decision for it to be binding on the Respondent. The onus is on the parties to periodically check the Dashboard for updates. These standard timeframes may vary if you submit your complaint to us via post or require reasonable adjustments.
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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