Our Complaint Process
Complaints go through a 5 step process as follows:
Upon submission of your claim form and arbitration fee, our administration team will verify that the claim is within the jurisdiction of the scheme, within 48 hours.
If your claim is deemed to be ‘in scope’ it is passed to the trader for review. They will then have 21 days to provide a response/defence to your claim.
Following submission of the traders response/defence, you will be notified and given the opportunity to comment on what the trader has said. This is known as your ‘Reply’ and must be submitted within 7 days.
Following submission of your Reply, the trader is given 7 days to provide any comment in relation to this.
The case is passed to an Arbitrator who will produce a written decision (known as an ‘Award’) within 28 days.
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1) Before escalating your complaint to this scheme you must first have complained direct to the business that sold you the goods or services.
2) Complaints to Consumer Arbitration can be submitted without the need for any independent advice or third party representation.