How to lodge a complaint
There are two ways to bring your complaint to Consumer Arbitration;
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: Consumer Arbitration, 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 homepage of the website and click on ‘Make a complaint’
Completing the complaint form:
We make decisions based on the applicable law and regulations and on what is fair and reasonable in the circumstances. In this respect the more information and supporting evidence we have the greater your chances of a successful outcome. We, therefore, ask that you are as thorough as possible when completing the complaint form and that you provide us with all of the evidence in support that you have.
At the point of lodging your complaint form, you must pay a £10 arbitration fee (“the Fee”) – for claims where the value of the claim is less than £750 or £25 – for claims where the value of the claim is greater than £751.
If you complete a paper form you can pay the Fee with a cheque attached to the form or if you lodge your complaint online you can pay on our website, which will take you to Wordplay for payment.
NOTE: If your claim is successful (as defined with the scheme rules), the Fee will be reimbursed to you.
What happens next:
As soon as you have filed your complaint you will be taken to your own personal online portal page. This page provides you with live information about your complaint so that you can check the progress at any time of day.
Note: Upon submission of your complaint one of our complaint handlers will first determine whether your complaint falls within Consumer Arbitration’s jurisdiction. If it does not we will not be able to deal with your complaint and we will notify you in writing, by no later than 21 days, of the reasons why.