What to do before you come to us

1. Complain to the company

Before using any of our ADR schemes, you must have already complained to the company in question directly in writing and either:

• Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
• Given the company 8 weeks to respond to your dispute

You must bring your complaint to us within 12 months of receiving the Final Response (or, where the organisation did not respond, within 12 months of your complaint to them).

We can only deal with unresolved complaints.

2. Check the company you’re complaining about is a Member of the relevant ADR scheme

We can only process complaints that involve companies that are members of the ADR scheme you’re using, and have agreed to be bound by its decisions.

Before coming to us, check which companies are subscribed to each scheme on:

Who Are You Complaining About?

3. Complete the Complaint Form

It is important that you complete the complaint form thoroughly and provide as much supporting evidence as possible, such as:

• Receipts
• Photographs
• Copies of correspondence

Use the 8 weeks between submitting your complaint directly to the company & escalating your complaint with us to gather these bits of supporting evidence in order to strengthen your ADR case.