RetailADR

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

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.