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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 relating to consumers rights within the retail sector. This service is free for consumers.
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Contact details
Address
12 – 14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
Contact information
Website: https://www.cdrl.org.uk/consumer-arbitration/
Support Centre: https://support.cdrl.org.uk/
E-Mail: [email protected]
Tel: 020 3540 8063
Type or sector of disputes
The entity is competent for disputes in the following sectors
Consumer Goods
- Food - fruit and vegetables
- Food - Meat
- Food - bread and cereals
- Food - Health food and nutrients
- Food - other
- Non-alcoholic beverages
- Alcoholic beverages
- Tobacco
- Clothing (including tailor made goods) and footwear
- House maintenance and improvement goods
- Furnishings
- Large domestic household appliances (including vacuum cleaners and microwaves)
- Small domestic household appliances (including coffee machines and food processing equipment
- Electronic goods (non-ICT/recreational)
- Information and communication technology goods
- Leisure goods (sports equipment, musical instruments, etc)
- new cars
- Second hand cars
- Other personal transport
- Spares and accessories for vehicles and other means of transport
- Books, magazines, newspapers, stationery (excluding postal delivery)
- Pets and pet goods
- Electrical appliances for personal care
- Cosmetics and toiletries for personal care
- Jewellery, silverware, clocks watches and accessories
- Baby and childcare articles
- Cleaning and maintenance products, articles for cleaning and non durable household articles
- Other
- Energy and Water
- Other energy sources
- General Consumer Services
- Real estate services
- Construction of new houses
- House maintenance and improvement services
- House removal and storage
- House cleaning services
- Personal care services
- Cleaning, repair and hiring of clothing and footwear
- Support, research and intermediary services
- Maintenance and repair of vehicles and other transport
- Funeral services
- Childcare
- Pet services
- Other
- Leisure Services
- Hotels and other holiday accommodation
- Package travel
- Travel agency services
- Timeshare and similar
- Restaurants and bars
- Services related to sports and hobbies
- cultural and entertainments services
- Other leisure services
- Transport services
- Airlines
- Rental services
- Other
The entity is competent for disputes against traders established in
- Austria
- Belgium
- Bulgaria
- Croatia
- Cyprus
- Czech Republic
- Denmark
- Estonia
- Finland
- France
- Greece
- Hungary
- Iceland
- Ireland
- Italy
- Latvia
- Liechtenstein
- Lithuania
- Luxembourg
- Malta
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- Slovakia
- Slovenia
- Spain
- Sweden
- United Kingdom
Procedure
Fees
For claims of a value up to £750, the consumer is charged £10
For claims of a value from £750.01 the consumer is charged £25
Language(s)
The entity is handling the procedure in the following languages:
Bulgarian
Czech
Croatian
Danish
Dutch
Estonian
English
Finnish
French
Greek
German
Hungarian
Italian
Icelandic
Latvian
Lithuanian
Maltese
Norwegian
Polish
Portuguese
Romanian
Slovak
Slovenian
Spanish
Swedish
Average length of the procedure (in days or months)
45 days
Conduct of the procedure
The procedure is done in writing
Outcome of the procedure
The outcome of the procedure is binding on both parties
Grounds for refusal
- At any time it appears to the Arbitrator that it is more appropriate for the complaint to be dealt with by a Court or under another independent complaints, conciliation or arbitration procedure;
- At any time that the Arbitrator finds out the complaint is already being or has been considered by a Court, or under another independent complaints, conciliation or arbitration procedure, the Arbitrator should discontinue their investigation. If that other body is not considering all aspects of the complaint or if that body is not designed to offer financial compensation to the Complainant, the Arbitrator may then resume his consideration of the complaint;
- In the Arbitrator’s opinion he considers the matter to be frivolous or vexatious.
