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Alternative Dispute Resolution within a mandatory industry

Generally, before participating in alternative dispute resolution you will first be required to have followed the trader’s complaints procedure in full, this usually takes around 8 weeks. Once you’ve reached the end of the trader’s complaints procedure the trader will issue you with final letter to detail the outcome of your complaint.

Once you have this letter you can escalate your complaint to the appropriate ADR or ombudsman service to escalate your complaint, this step is usually available online. (If you’re unsure of which scheme to escalate your complaint to, you can usually find this on the trader’s website, included in their complaints process or you can ask them directly.)

As an aid, please find a list of some of the industry specific ADR schemes below:

Financial

The Financial Ombudsman will look at a range of complaints relating to the financial sector including banking, insurance, credit cards and PayPal.

Web: https://www.financial-ombudsman.org.uk/contact/index.html

Tel: 0800 023 4 567

Energy

The Energy Ombudsman handles disputes about energy providers.

Web: https://www.ombudsman-services.org/complain-now

Legal

The Scottish Legal Complaints Commission can look at complaints about solicitors, advocates and other legal services in Scotland.

Web: https://www.scottishlegalcomplaints.org.uk/

Tel: 0131 201 2130

The Legal Ombudsman who look at complaints about lawyers and claims management companies in England and Wales.

Web: https://www.legalombudsman.org.uk/,

Tel: 0300 555 0333

Property or letting agents

Traders are required to be a member of either of the following two schemes and should make reference to this membership on their website or via their formal complaints process;

The Property Ombudsman. Web: https://www.tpos.co.uk/, Tel: 01722 333306

The Property Redress Scheme. Web: https://www.theprs.co.uk/, Tel: 0300 321 9418.

Telecoms

If your dispute relates to a trader within the telecoms industry including broadband, mobile or internet services click here as we may be able to direct you to the relevant ADR scheme for the trader you are in dispute with.

Last updated: 28 March 2019

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