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
We can deal with most complaints between an airline/airport that subscribes to our scheme and a passenger, including:
- Faulty goods
- Goods not as described
- Goods not of satisfactory quality
- Mis-selling
- Complaints about a service
We cannot deal with your complaint if:
- You haven’t already made a complaint direct to the retailer/trader 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, passengers 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.
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 (Consumer Response).
Step 3
Following the Consumer Response, 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 Chief Adjudicator 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.
Retailers/Traders we work with
The companies below have subscribed to RetailADR and agree to engage with our scheme, meaning any final determination is binding on it, if accepted by you.
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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