Have you used mediation, ombudsmans or other ADR schemes to resolve a complaint? Tell us about your experience.
If you’ve received an online purchase that didn’t meet its description, your builder left you with a botched home improvement project or you’ve suffered a dodgy car repair, Alternative Dispute Resolution (ADR) may be able to help you get redress.
ADR schemes exist to help consumers and businesses resolve a dispute without going to court. The service is usually free of charge and the decision should be binding on the company. Ombudsman schemes are a type of ADR that offer a more enhanced service.
Finding an ADR scheme
There are a lot of ADR schemes out there, but companies are only required to use the process in a few regulated sectors – in other sectors it’s voluntary. The number of schemes and voluntary membership can make it difficult for consumers to find the right scheme for their complaint.
ADR schemes are available to resolve disputes in retail, home improvement, car sales and repairs, water, energy, financial services, rail, air travel and package holidays, to name just a few.
Of course the decision doesn’t always go the consumer’s way, but if you have a genuine complaint ADR should be able to help.
What’s your experience?
We’ve heard from consumers who have had good experiences where the dispute has been settled quickly, as well as some shocking examples involving long delays and companies that didn’t comply with the final decision.
If you’ve used an ADR scheme, we’d like to hear about your experience
Have you struggled to find an ADR scheme to handle your dispute? Or, has a company refused to use ADR to resolve a dispute?
Have you had a good experience of using ADR? Was the ADR process easy to follow or were you constantly having to chase?
How do you think the process could be improved for others who may have similar issues?