The RetailADR Complaints Process: how to write the Consumer Response

So, you’ve submitted your complaint to RetailADR, the trader has challenged it, and now you’re on Step 4 of our Complaints Process: the Consumer Response… 

At this point in our ADR process, you get 1 opportunity to comment on the trader’s defence. 

It’s a crucial step, as it’s the final comment that you, the consumer, get to make on your case before everything gets put into a Complete Complaint File, and reviewed by our specialist team of Adjudicators – who will then issue a Determination within 60 days. 

But… how exactly should you respond to the trader’s defence? What should you include in your comment?

Here’s what you need to know.

Have you got an unresolved retail complaint?:

If you’ve hit a wall with a retailer, RetailADR offers a FREE, independent route to a resolution – approved by the Chartered Trading Standards Institute to settle disputes between consumers and Participating Member traders right across the UK.

Our Website

What is a trader’s defence?

In terms of RetailADR, a trader’s defence is their written response to the complaint you lodged with us regarding them. 

Instead of choosing to settle the complaint with you in Step 3 of our Complaints Process, the trader will have chosen to defend their position with this response. 

A trader’s defence may include:

• Why the trader believes they are not responsible
• Why the trader disagrees with your proposed resolution
• Disagreements over information/evidence you have provided
• Additional information & evidence

So, you’ve received a trader’s defence, and now you’re on Step 4 of our Complaints Process. What now?

How to respond to a trader’s defence: the Consumer Response

First of all, no matter what you’re planning to say, the most important thing you can do to strengthen your case is to actually make sure you do use your single opportunity to respond to the trader before the set deadline: 

You get a 14-day window to do this!

You cannot submit your Consumer Response beyond this time-frame. 

If you’re using our online portal for your complaint, we send regular updates to your inbox whenever there is a change to your case status: such as receiving the trader’s defence, which is when the clock starts ticking for you to submit your Consumer Response…

So don’t forget to regularly check your inbox!  

1. Read the trader’s defence carefully before responding

Your first reaction to the trader’s defence might be frustration, particularly if they’ve presented events differently from how you remember them.

But before responding, take a step back and read their defence carefully.

Ask yourself:

• What facts do we both agree on?
• Which facts does the trader dispute?
• What evidence has the trader provided?
• Are there any statements that are factually incorrect?
• Has the trader misunderstood or overlooked something in my original complaint?
• Has the trader raised a new argument that I need to address?
• Have they offered any resolution?

Then, make a short list of the key points that you need to address, and organise them into 3 categories: 

1. Key points of disagreement
2. Factual inaccuracies
3. New evidence

This will help your Consumer Response be concise, clear, focused, and give you a natural structure when drafting it.

2. The key points of disagreement

Remember: the point of the Consumer Response is to respond to what the trader is arguing, rather than to rewrite your entire original complaint. 

Focus on the issues that might affect the final decision.

For example: 

1. Your complaint was that your washing machine arrived faulty
2. The trader is saying the damage was from misuse

Read the trader’s response: how do they back up their claim? Why do they believe you were at fault for the damage?

Now: look back through your own evidence and account of events. What supports your position?

For example, if you have a photo of the washing machine’s defect from the day it arrived, you could attach that in your Consumer Response and state:

The trader is claiming that I was responsible for the damage due to misuse of the washing machine. However, this image (dated [x/y/z]) shows that the washing machine was faulty on the day of arrival – before I’d even had a chance to use it.

Apply this formula to each counter-point the trader has raised against your complaint! Your responses don’t need to be long, complex, or use legal jargon. 

Simple statements like the examples above make it clear to follow your account of events.

3. Factual inaccuracies

If you believe something the trader has claimed to be factually incorrect, explain what’s wrong and, where possible, provide evidence to back up your account of events.

For example:

The trader says I first contacted them on the 12th March, however this is incorrect. I first contacted them on the 2nd March, as shown in the attached email.

Although it may understandably cause frustration when you and the trader disagree on the series of events, it’s important to keep your statements factual, clear, and neutral wherever possible.

4. New evidence

In a trader’s defence, they may raise new evidence you haven’t previously seen.

For example, the trader may provide:

• Photographs
• Inspection reports
• Delivery records
• Screenshots of correspondence with you
• Terms & conditions

If this is the case, take some time to look through what they’ve provided: does it actually change anything, in your view?

If it doesn’t: explain why you think the evidence supports your complaint.

If it does: don’t just ignore it. 

For example, you could explain why you believe that particular evidence should be given less weight than other bits of evidence, as it only pertains to a small part of the bigger problem. 

You don’t have to be a legal expert

If you do happen to know your consumer rights laws inside-out, that’s great, and there’s nothing stopping you from quoting laws you believe apply to your case within your Consumer Response.

But, if you don’t, that’s fine too! We don’t expect a legal essay from consumers, and you don’t have to quote any legislation. Our own Adjudication team here at RetailADR are the ones we expect to bring the necessary legal expertise for your case! 

However, if you are curious to learn about your consumer rights, we can give you a starting point, as we publish weekly articles on consumer rights topics:

> Your Consumer Rights explained… in plain English

> What to do if a retailer refuses a refund

> What counts as product misrepresentation?

> Can you return an item without a receipt? What counts as proof of purchase?

Prefer videos? Follow our socials for weekly consumer rights tips & tricks!

> YouTube

> Facebook

> Instagram

Final checklist before you submit your Consumer Response

Before sending your Consumer Response, check:

1. Have I addressed the trader’s main arguments?
2. Have I referred to the evidence supporting my position?
3. Have I addressed any new evidence provided by the trader?
4. Have I explained why the remedy I’m seeking is appropriate?
5. Have I avoided unnecessary repetition?
6. Have I made sure any attachments are clearly identified?

Here’s the key: Say what matters, support it with evidence, and explain clearly why the trader’s defence doesn’t resolve your complaint.

What happens after I submit my Consumer Response to RetailADR?

If you take a look at our Complaints Process page you’ll see that, in the next step (Step 5), we declare the Complete Complaint File – a comprehensive document that contains all the information and evidence provided by both you and the trader throughout the entire RetailADR Complaints Process. 

After you’ve submitted your Consumer Response, you don’t need to do anything else but wait for our team of Adjudicators to review everything, and issue a Determination on your case. 

This will happen within 60 days of us having declared the Complete Complaint File – though, if your case is of exceptional complexity, we reserve the right to extend this & will inform both parties of the additional time required.

However, in practice, we often produce Determinations far quicker than this; as of October 2026, our average turnaround time stands at just 23 days!