If you’ve had a dispute with a Hotel and are looking to escalate the complaint for a swift resolution, then RetailADR is here to help you get your dispute resolved. You may have a problem or a dispute with the services which you have found to be unsatisfactory. If this is the case, and you have already complained to the retailer, you can use our consumer complaint form to get your complaint process started.
The retailer (online or in-store) sector covers consumer complaints against any supermarkets, high street shops, and online stores. Below is a list of popular sources of complaints which RetailADR handles within this sector
To view our retail members please click here
Please note that to be eligible to make a complaint against a hotel, you must have already complained to that hotel directly in writing and either received a final written response or given the hotel eight (8) weeks to respond to your dispute. RetailADR can only deal with unresolved hotel complaints.
There are two ways to bring your complaint to RetailADR;
1. By post – if you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you. Send your completed form to: RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW
2. Online – if you have access to the Internet you can file your complaint via our online portal. To access this simply go to the home page of the website and click on ‘File your 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.
We can:
If the hotel is a member of RetailADR, they will be contractually obligated to implement our decision. However, if the hotel is not a member it will be within their discretion, although in most circumstances we would expect non-member hotels to reconsider their position.
Consumers are not bound by our recommendations or decision unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).
It’s vitally important that you complete the complaint form as thoroughly as possible. We need to know precisely what your complaint is and how it has arisen.
We base our decisions on the information and evidence provided to us. Where we have to decide on a matter of fact we do so on the balance of probabilities (that is which version of events is more likely to be accurate).
We, therefore, advise that both consumers and hotels provide as much supporting evidence as possible, such as:
