Step 1 (Initial Assessment)
- 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.
- Once a Final Determination has been published, the Claimant has 7 days to accept the decision. If the Claimant accepts the decision within 7 days, the Final Determination will be binding upon the Respondent. If the Claimant rejects the decision, or fails to respond in time, the Final Determination will be non-binding upon the Respondent.
