After Our Decision

What if I’m unhappy with the outcome?

Consumer Arbitration is an Arbitration scheme. Arbitration is a form of Alternative Dispute Resolution (ADR) carried out in line with the Arbitration Act 1996. 

This means, unlike schemes using other forms of ADR, the outcome of Consumer Arbitration is not subject to acceptance or rejection, and is legally binding under the Arbitration Act 1996. It cannot be overturned unless a court decides it is a result of fraud, corruption or serious misconduct by the Arbitrator.

Court action like this is uncommon and should not be attempted without independent legal advice and representation.

The Arbitrator can correct a minor error or omission (whether on their own initiative, or if either party asks for this within 14 days). 

If the outcome is in my favour, when will the resolution be implemented?

Both parties must comply within 21 days of the Award being sent.

If the Award is amended, the 21-day compliance period runs from the corrected Award.

If the Participating Member trader has not implemented the Award, please let us know by contacting your complaint handler via the portal. Persistent non-compliance with Awards may lead to the trader’s suspension or termination from the Scheme.