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.
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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