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.
This consultation ran from
We’re asking for views to help us apply new European requirements for alternative dispute and online dispute resolution into UK law.
Alternative dispute resolution for consumers: implementing the Alternative Dispute Resolution Directive and Online Dispute Resolution Regulation
Ref: BIS/14/575 PDF, 312KB, 59 pages
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