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ADR Approved Bodies (B2B)
A full list of Alternative Dispute Resolution (ADR) bodies can be found below. Each individual entry provides contact details, type/sector of disputes as well as the procedure for complaints. This list is mainly for the use of businesses seeking an appropriate ADR body in their sector.
If you are a consumer and have a dispute, the trader is required to provide you with the name and web address of an approved ADR body in their business sector, and advise if they will engage in the ADR process with you. As a consumer you should contact the trader for these details. You can also seek advice from the Citizen's Advice Consumer Advice helpline.
AA Cars
If you are unhappy with the service received from a Dealer advertising with AA Cars, or a purchase you have made from them, you must contact them in the first instance to give them the chance to resolve the matter for you. You should detail your concerns and let them know what you’re looking for them to do, to resolve your complaint.
ADR Group
ADR Group is an independent Alternative Dispute Resolution (ADR) company, providing ADR services to consumers.
Association of British Travel Agents ABTA
ABTA are a member’s scheme, whose members are required to abide by their code of conduct, which includes engaging in the ADR process once any internal complaints procedure has been exhausted.. There is no fee to the consumer for ADR.
Association of Chartered Accountants - ACCA
ACCA are a member’s organisation, and their members are required to engage in the ADR process. They will only deal with complaints against a member. This is a free service for consumers.
AviationADR – Aviation Alternative Dispute Resolution
Aviation ADR (a trading name of Consumer Dispute Resolution Limited (CDRL) ) is an independent organisation and an approved ADR provider. It provides consumers with independent redress of complaints relating to acts or omissions of Airlines in relation to Passengers / consumers rights when they use the services of an airline. This service is free for consumers.
Bus Users UK
Bus Users handles complaints on behalf of bus and coach passengers. Bus Users covers the whole of the UK with the exception of London (London TravelWatch) and Northern Ireland (The Consumer Council for Northern Ireland). This service is free to passengers but complaints must be made to the bus or coach operator first.
British Vehicle Rental and Leasing Association - BVRLA
British Vehicle Rental & Leasing Association BVRLA) is the UK trade body for companies engaged in vehicle rental, leasing and fleet management. BVRLA are a members scheme. Their members are required to follow a code of conduct, which includes them engaging in the ADR process.
CCWE - Consumer Code for Weddings & Events
Venues or suppliers who are accepted as a member of CCWE commit to a Code of Practice, a nationally recognised code that provides their customers with a clear commitment to customer service and high standards. Despite meticulous planning sometimes things go wrong. In these circumstances CCWE are the experts in helping parties resolve disputes without the need for costly and lengthy litigation.
Centre for Effective Dispute Resolution
CEDR offer ADR for a number of different business sectors. Generally they conduct ADR on behalf of Trade Bodies. A full list can be found in their website which also indicates if the scheme is an approved scheme.
Centre for Effective Dispute Resolution Airlines - CEDR
CEDR covers any flight that departs or arrives in the United Kingdom by an airline that subscribes to CEDR’s ADR scheme.
Comms ADR
Comms ADR (a trading name of Consumer Dispute Resolution Limited (CDRL)) is an independent organisation and an authorised ADR provider. It provides consumers with independent redress of complaints relating to consumers rights when they use the services of an unregulated utility provider. This service is free for consumers.
Consumer Arbitration
Consumer Arbitration (a trading name of Consumer Dispute Resolution Limited (CDRL)) is an independent organisation and an authorised ADR provider. It provides consumers with independent redress of complaints specialising in resolving disputes between traders and consumers. Use of the Consumer Arbitration scheme consists of a nominal administration fee to consumers of £10.00 for disputes up to the value of £750.00 and £25.00 for disputes over and above £750.00. Please click here to check participating retailers.
Cosmetic Redress Scheme
This is a member’s scheme, and their members are required to abide by their code of conduct, which includes engaging in the ADR process once any internal complaints procedures have been exhausted. This is no fee to the consumer for ADR.
Dispute Resolution Ombudsman Limited
We provide ADR between organisations, retailers, service providers, trade bodies, endorsement schemes and their consumers across a broad range of sectors. The service is free for consumers, and a list of registered businesses can be found on the DRO website.
Double Glazing & Conservatory Ombudsman Scheme - dgcos
Dispute resolution for the conservatory and double glazing sector. This is a free service for consumers.
eCogra
Offering player protection, fair gaming and responsible conduct amongst the gambling sector.
Electric Vehicle Consumer Code (EVCC)
If you have signed a contract with an EVCC member and you are not happy with how something has been done, you should first raise the matter with the member in writing and give them a fair opportunity to resolve it. If you not satisfied with how our member has handled your complaint, you can direct your complaint to us for help in trying to resolve the matter.
European Car Rental Conciliation Service (ECRCS)
ECRCS help consumers with unresolved complaints concerning cross border rentals within Europe. This is a free service for consumers.
Federation of Master Builders
Federation of Master Builders are a member’s scheme, their members are required to abide by their code of conduct, which includes engaging in the ADR process. This process is free for consumers.
Financial Ombudsman Service Limited
The Financial Ombudsman Service settles individual disputes between consumers and businesses that provide financial services. We resolve disputes fairly and impartially and have the power to put things right.
Furniture & Home Improvement Ombudsman
We provide ADR to businesses, service providers, trade bodies, endorsement schemes and their consumers across the furniture, home improvement and removals sectors. The service is free for consumers, and a list of registered businesses can be found on the FHIO website.
Home Improvement Consumer Protection Scheme - hics
The Home Improvement Consumer Protection Scheme (HICS) is a Consumer Protection organisation. Mediation is a free service for consumers.
Home Insulation & Energy Systems Quality Assured Contractors Scheme - hies
The Home Insulation & Energy Systems Contractors Scheme (HIES) is a consumer protection organisation covering the installation of renewable energy products. This is a free service for consumers.
Independent Appeals Service
This process is free to consumers. It provides an independent review on parking charges issued by private companies.
Independent Betting Adjudication Service - IBAS
The Independent Betting Adjudication Service (IBAS) is an Alternative Dispute Resolution (ADR) service, approved by the Gambling Commission to provide impartial adjudications on disputes that arise between licensed gambling operators and their customers, after the customer has completed the operator's own internal dispute procedures.
Independent Football Ombudsman
The IFO deals with complaints from supporters as customers. These include the availability, price and refunds of match tickets. Merchandise, service failures and fines or penalties imposed on supporters of clubs. This is a free service for the consumer.
Kent County Council ADR
This scheme is owned and run by Kent County Council and is totally independent and is for disputes within the home improvements sector.
London Arbitration Centre
ADR is provided for various sectors. This service is free for consumers.
National Casino Forum (Independent Panel for Casino Arbitration)
IPCA provides information on Alternative Dispute Resolution (ADR) for the UK land based casino and bingo industry.
National Conciliation Service
Dispute Resolution for the retail Motor Industry. This service is free to consumers.
Office of the Independent Adjudicator for Higher Education - OIAHE
Accept complaints from students and former students. A member’s scheme, their members must engage in the ADR process.
Ombudsman Services
Ombudsman Services – Domestic and General We’re approved by CTSI to independently handle consumer disputes about Domestic and General service and maintenance plans.
Ombudsman Services Communications
We’re approved by Ofcom - the UK communications regulator - to independently handle disputes between consumers and communications providers who are signed up to our scheme.
Ombudsman Services Energy
We’re approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers.
Optical Consumer Complaints Service - OCCS
A service for consumers wishing to resolve issues within the optical care profession who have exhausted the trader’s internal complaint system. This is a free service to consumers.
ProMediate
ProMediate’s Alternative Dispute Resolution Mediation service is available to consumers in dispute with businesses or traders who have agreed to use the service on an annual basis including Auxillis Clarks Vivienne Westwood Whirlpool Various law firms and barristers Chambers Other businesses who confirm they are willing to use the service on an annual as opposed to a one off basis. ProMediate can accept a complaint once you have completed the internal complaints procedure with these businesses and obtained confirmation that the business will commit to use the service.
ProMediate Gambling
Providing dispute resolution to consumers with issues in the gambling sector.
Property Redress Scheme
It is compulsory for Property Agents to engage in an Alternative Dispute Resolution scheme.
QASSS Ltd
Dispute resolution for the home improvement and renewable energy sectors where the installers internal complaints process has failed. This service is free to consumers
Removals Industry Ombudsman Scheme
The Removals Industry Ombudsman Scheme has been established to provide both domestic and commercial customers of participating members with an independent service to resolve disputes, if the remover's own complaints procedure fails.
Renewable Energy Consumer Code - RECC
RECC are a member’s scheme, and their members must adhere to the code of conduct, which includes engaging in the ADR process. This service is free to consumers.
Retail ADR
Retail ADR (a trading name of Consumer Dispute Resolution Limited (CDRL) ) is an independent organisation and an authorised ADR provider. It provides consumers with independent redress of complaints relating to consumers rights when they use the retail sector. This service is free for consumers.
Royal Institute of Chartered Surveyors - RICS
This allows our dispute resolution service to assist businesses who are seeking to resolve disputes with consumers through our bespoke Consumer Mediation Scheme (CMS).
South Yorkshire Trading Standards
South Yorkshire Trading Standards Services' (SYTSS) Alternative Dispute Resolution scheme is available to consumers who are in dispute with a business in relation to goods or services they have bought in a general and motor sector.
Society of Ticket Agents & Retailers
STAR will help resolve disputes with ticket sellers after you have exhausted their internal complaints procedures. They will only deal with your complaint if the trader is a member.
Tattersalls Committee
We provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.
The Carpet Foundation
It applies to carpet sold by a Carpet Foundation Member (excluding rugs), for owner occupied domestic use. It does not apply to buy-to-let, imperfect goods, offices and communal living areas. This service is free to consumers.
The Dispute Service
The Dispute Service Ltd operates a number of Government backed tenancy deposit protection schemes across the UK, which include access to free dispute resolution in the event of a disagreement about a tenancy deposit should be repaid at the end of a tenancy. It also undertakes conciliation and mediation activities in the private rented sector, operates an insurance claims adjudication service, and develops dispute resolution software solutions
The Motor Ombudsman
The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, and regulates the UK’s motor industry through its code of practice. This is a free service for consumers.
The Property Ombudsman
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service for 27 years and provides consumers with a free, impartial and independent alternative dispute resolution service.
The Rail Ombudsman
The Rail Ombudsman is an independent, not-for-profit organisation. We offer a free, expert service to help sort out unresolved customer complaints about service providers within the rail industry.
The Waterways Ombudsman
The Waterways Ombudsman Service is an autonomous body created to handle complaints and disputes against members of the Canal & River Trust and/or its subsidiaries. This is a free service for consumers.
Utilities ADR
Utilities ADR (a trading name of Consumer Dispute Resolution Limited (CDRL) is an independent organisation and an authorised ADR provider. It provides consumers with independent redress of complaints relating to consumers rights when they use the services of a utilities provider in the unregulated sector. This service is free for consumers.
Veterinary Client Mediation Services
All veterinary practices will have their own complaints procedures to deal with concerns raised by clients. Where a complaint cannot be resolved within the practice, either party can refer the complaint to the VCMS. We will obtain all details of the concern and mediate with both parties to assist in finding a resolution. This is a free service to consumers.
West Yorkshire Trading Standards Service ADR Scheme
General consumer disputes (cross border and domestic) including those relating to home maintenance, cars, consumer goods and services.
