About Us

RetailADR is an Alternative Dispute Resolution (ADR) scheme which helps resolve disputes about ‘non-regulated’ matters between consumers, non-microbusinesses and retailers.

The scheme is one of six ADR schemes operated by CDRL one of the leading ADR providers in the UK, approved by the Chartered Trading Standards Institute, the Civil Aviation Authority and Ofcom. Access to the scheme is available to consumers i) if the trader is subscribed to the scheme and ii) who have already made a complaint to the trader and received a rejection or alternatively where 8 weeks have elapsed without a final response.

Purpose and scope:

The main purpose of RetailADR scheme is:

1. The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of RetailADR (“Members”);
2. The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
3. Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers;
4. Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.

RetailADR is set up as a limited by guarantee company and has three parts to its structure:

1. RetailADR Office (administration and Adjudicators)
2. The Office of the Adjudicator
3. RetailADR Standards Board

Complaints start and finish with the Adjudicator. In his decisions, he is impartial and independent of RetailADR Office, RetailADR Standards Board and all outside influences.

Integrity and Independence

Our independent status is at the heart of everything that we do, as is our commitment to openness, honesty and integrity and we recognise the importance of this to everyone that relies on our services.

Independent Standards Board (“Board”)

To help preserve our independence and provide an invaluable set of checks and balances on our work, The Board acts to regulate how we operate. All board members share our vision of inspiring complainant confidence and raising industry standards and do so on a voluntary basis.

The Board regularly reviews a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.

The Board is governed by the Board Constitution.

Our Powers

a. to direct that a Member take, or desist from taking, such steps as he may specify, including the issuing of a formal apology to the Complainant;

b. to direct that a Member pay the Complainant a financial Award, in full and final settlement, not exceeding £25,000 by way of compensation for i) actual proven financial loss and/or aggravation, distress and/or inconvenience caused by the act(s) or omission(s) which was/were the subject matter of the complaint and/or ii) any reasonable proven costs incurred by the complainant in bringing the complaint.

If the retailer is a member of RetailADR, they will be contractually obligated to implement our decision.

Ways to Complain

There are two (2) ways to bring your complaint to RetailADR:

BY POST

You can download our paper complaint form here and send the completed form to:

RetailADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

ONLINE

If you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.

FOR OTHER ENQUIRIES, PLEASE GO TO: The Support Centre – By Consumer Dispute Resolution Ltd (cdrl.org.uk)