About Us

Consumer Arbitration is an independent, alternative dispute resolution scheme specialising in resolving disputes between consumers and traders.

The scheme is one of six ADR schemes operated by CDRL one of the leading ADR providers in the UK, approved by the Chartered Trading Standards Institute, the Civil Aviation Authority and Ofcom. Access to the scheme is available to consumers i) if the trader is subscribed to the scheme and ii) who have already made a complaint to the trader and received a rejection or alternatively where 8 weeks have elapsed without a final response.

What is arbitration?

Arbitration is a non-judicial process for the settlement of disputes where an independent third party – an arbitrator – makes a decision that is binding.

The role of an arbitrator is similar to that of a judge, though the procedures can be less formal, and an arbitrator is usually an expert in their own right. For more information on our members and what complaints we can deal with, click here.

Purpose and scope:

The main purpose of Consumer Arbitration scheme is:

1. The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of Consumer Arbitration (“Members”);
2. The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
3. Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers;
4. Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.

Consumer Arbitration is set up as a limited by guarantee company and has three parts to its structure:

1. Consumer ArbitrationOffice (administration and Arbitrators)
2. The Office of the Arbitrator
3. Consumer Arbitration Standards Board

Complaints start and finish with the Arbitrator. In his decisions, he is impartial and independent of Consumer ArbitrationOffice, Consumer Arbitration Standards Board and all outside influences.

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.

Our Powers

a. To direct that a Member take, or desist from taking, such steps as he may specify, including the issuing of a formal apology to the Complainant;

b. To direct that a Member pay the Complainant a financial Award, in full and final settlement, not exceeding £25,000 by way of compensation for i) actual proven financial loss and/or aggravation, distress and/or inconvenience caused by the act(s) or omission(s) which was/were the subject matter of the complaint and/or ii) any reasonable proven costs incurred by the complainant in bringing the complaint.

If the retailer is a member of Consumer Arbitration, they will be contractually obligated to implement our decision

Ways to Complain

There are three (3) ways to bring your complaint to Consumer Arbitration: