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ADR Approved Bodies (B2B)

Kent County Council ADR

Kent County Council ADR

This scheme is owned and run by Kent County Council and is totally independent. For administrative purposes it is housed within Kent County Council's Public Protection service. 

There is a fee charged, see here.

Contact details


8 Abbey Wood,
Kings Hill
West Malling,
United Kingdom

Contact information

Email address: [email protected]
Website: www.kent.gov.uk/disputeresolution
Phone: 03000 419219


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 appliances)

  • Electronic goods (non-ICT/recreational)

  • Information and communication technology (ICT) 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 personal transport

  • Fuels and lubricants for vehicles and other means of personal 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 child care articles

  • Cleaning and maintenance products, articles for cleaning and non-durable household articles

  • Other

  • Education

  • Language, driving instruction and other private courses

  • General Consumer Services

  • Real estate services

  • 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

  • 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 entertainment services


    Other leisure services

The entity is competent for disputes initiated by

  • Consumers against traders (C2B)

The entity is competent for disputes against traders established in

  • United Kingdom



  • Fees have to be paid by the consumer
  • Fixed fee
  • Fees have to be paid by the trader
  • Variable fee
  • Fees to consumer:

Up to £1000 - £15

Over £1000 - £35.00

The fees for business will depend on whether or not they are a member of an organisation which subscribes to this scheme and they will range from £200 to £500 per case plus VAT.


The entity is handling the procedure in the following languages:

  • English

Average length of the procedure (in days or months)

  • The procedure has an average length of 28 day(s)

Conduct of the procedure

  • The procedure is done: in writing

  • The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

  • The procedure is non binding.

Grounds for refusal

  • The dispute is frivolous or vexatious

  • The complaint is being or has previously been considered by another dispute resolution body or by a court

  • The value of the claim is below or above the required threshold

  • The consumer has not submitted the complaint to the dispute resolution body within the required time limit

  • Dealing with the dispute will seriously affect the functioning of the dispute resolution body


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