media centre

How many times have you wished you'd had the benefit of foresight or hindsight when making business decisions? Speak to one of our experts today.

Consumer Rights law - Guidance

Since 1 October 2015, under changes introduced by the Consumer Rights Act  2015, it has been compulsory for most businesses to offer Alternative Dispute Resolution (ADR) to their customers if a complaint arises between them which cannot be settled by negotiation.

 ADR is a process designed to resolve complaints without the need to resort to legal proceedings. It is less formal, and normally faster and less costly, than legal proceedings.

 The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 require a business which finds itself in this situation to inform its customer by a 'durable' medium (i.e. in writing or by fax or email) that it cannot settle the complaint, and to inform the customer of the web address of a provider of ADR services competent to deal with the complaint and whether or not the business is obliged to, or will, participate in an ADR process operated by that organisation.

Some industries (e.g. air transport) impose specific requirements to protect consumer rights.For details of your rights in the event of flight delay, see the CAA website.

Close

How can we help?

Please fill in this form and we'll get back to you as soon as possible.

Please enter your name
Please enter your phone number
Please enter your email address
Please let us know how you heard about us
Please enter your enquiry
One more thing... Please enter the verification code
The contents of this article are intended for general information purposes only and shall not be deemed to be, or constitute legal advice. We cannot accept responsibility for any loss as a result of acts or omissions taken in respect of this article.