Retail ADR
FAQs
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RetailADR is an Alternative Dispute Resolution (ADR) scheme operated by Consumer Dispute Resolution Limited (CDRL). We specialise in resolving disputes between consumers and traders/retailers.
CDRL is an independent and impartial organisation that specialises in ADR in the following areas:
Traders/retailers that are Participating Members of RetailADR are bound by our Scheme Rules – which state that they will be bound by any decision we make.
Our role is to ensure all parties receive a fair and reasonable outcome. To ensure that we adhere to this at all times an Independent Standards Board monitors our recommendations and decisions.
For more information please click HERE
Yes, RetailADR is FREE for consumers to use.
Please see a comprehensive list of all the traders who are Participating Members of our scheme HERE
We can accept complaints about any traders that are Participating Members of our scheme.
Please see the following page that lists issues we can deal with HERE
PLEASE NOTE:
To be eligible to make a complaint against a trader using RetailADR, you must have already complained to that trader directly in writing.
We can only deal with unresolved complaints.
ADR stands for Alternative Dispute Resolution. It’s a quick way to solve disputes out of court, and covers many sectors – not just retail.
Here’s how it works in the context of RetailADR:
You complain to the trader. Their response – or lack thereof – leaves you unsatisfied. So, you come to RetailADR – a neutral third party.
Within 60 days of declaring a Complete Complaint File, we decide who’s in the right, and what’s owed. If you accept our decision, it becomes legally binding. Simple!
If you’re curious about our other ADR schemes, check out the sites below:
It’s important that you complete the Complaint Form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:
- Receipts (please note all claims for reimbursements of costs, must be substantiated with itemised receipts or proof of payment)
- Photographs
- Copies of correspondence
There is no right of appeal in relation to our decision.
However, consumers are not bound by RetailADR’s decisions unless they agree to accept the outcome. If you do not agree to accept our decision, or are unhappy with the outcome, you can still seek alternative routes of redress (such as court).
Traders who are participating members of our scheme are required to implement resolutions (such as compensation payments) within 30 days.
If this has not happened please let us know by contacting your complaint handler.
For more information, please click HERE
Please see our Scheme Rules HERE
Please see our detailed Step-by-Step guide on our Complaints process HERE
Make sure that, before you even submit your complaint to us, you have complained to the trader directly and either:
- Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
- Given the trader 8 weeks to respond to your dispute
We can only process unresolved complaints.
RetailADR and Consumer Arbitration are 2 separate ADR schemes run by CDRL, which both operate in the Retail sector.
RetailADR is an Adjudication scheme: a less formal type of ADR process. It differs from Consumer Arbitration in the following areas:
- It’s FREE for consumers to use
- The outcome is legally binding only if you accept it
Consumer Arbitration is an Arbitration scheme: a more formal type of ADR process. It differs from RetailADR in the following areas:
- Consumers must pay a small upfront fee to use it (which will be reimbursed as part of the remedy if the Final Decision is in your favour)
- The outcome is legally binding under the Arbitration Act 1996 and cannot be overturned unless a court decides it is a result of fraud, corruption or serious misconduct by the Arbitrator
