Consultation outcome

Alternative dispute resolution for consumers

This was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government

This consultation has concluded

Download the full outcome

Detail of outcome

The response outlines our proposals on:

  • how we can make sure alternative dispute resolution (ADR) is widely available (as a cheaper and quicker alternative to the courts for disputes which a business is unable to resolve directly with a consumer)
  • how consumers can be signposted to an appropriate ADR supplier
  • how ADR suppliers will be certified and monitored

Better ADR and easier access to it will give consumers greater protection and more confidence in resolving any problems with their purchases. It will be good for all businesses that are committed to giving their customers the best possible service.

Original consultation


We’re asking for views to help us apply new European requirements for alternative dispute and online dispute resolution into UK law.

This consultation ran from

Consultation description

We want to know your views on our proposals for applying the requirements of the European Directive on Alternative Dispute Resolution (ADR) (2013/11/EU) and the Regulation on Online Dispute Resolution (ODR) (524/2013) into UK law.

The new requirements aim to give European consumers greater access to redress, outside of court, should something go wrong with their bought goods or services.

We’re also seeking views on a broader reorganisation of consumer ADR.

This consultation is relevant to:

  • UK consumers
  • all businesses selling to UK consumers
  • bodies who provide ADR for consumer disputes


Published 11 March 2014
Last updated 18 November 2014 + show all updates
  1. Government response published.
  2. First published.