RetailADR is an alternative dispute resolution scheme operated by Consumer Dispute Resolution Limited (CDRL). CDRL is an independent, not-for-profit, government-approved organisation, approved by: Chartered Trading Standards Institute, the Civil Aviation Authority and Ofcom, pursuant to The Alternative Dispute Resolution for Consumer Disputes (Competent Authority and Information) Regulations 2015.
Purpose and scope:
The main purpose of the RetailADR scheme is:
a) The receipt and handling of unresolved disputes that fall within jurisdiction as defined within the RetailADR Scheme Rules (“Complaints”), in relation to companies that are a member of RetailADR (“Members”);
b) The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
c) Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers; and
d) Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.
To read more about CDRL click here.
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.
Disputes we deal with
We deal with all disputes between retailers/traders and consumers
We have three office locations:
- Glasgow: this is where our membership team operates from.
- London: this is our registered office where some of our administration functions take place
- Milton Keynes: this is our Head office and is where all complaint handlers and adjudicator’s are located.