Alternative Dispute Resolution - Schedule 6 Report 2023 to 2025

Annual report under regulation 11 of The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Schedule 6 Report 2023 to 2025

Report for the two years ending 30th June 2025

(a) the number of disputes received by the ADR entity and the types of complaints to which the disputes relate;

No. enquiries received (domestic) - 572
No. enquiries received (cross-border) - 0
No. disputes received (domestic) - 572
No. disputes received (cross-border) - 0
No. disputes accepted (domestic) - 536
No. disputes accepted (cross-border) - 0

Types of disputes:
Faulty or misdescribed consumer goods
Refund of deposits

(b) the number of alternative dispute resolution procedures which were discontinued before an outcome was reached;

Rejected for operational reasons -
a) the consumer has not attempted to contact the trader first - 7
b) the dispute was frivolous or vexatious - 3
c) the dispute had been previously considered by another ADR body or the court - 6
d) the value fell below the monetary value - 2
e) the consumer did not submit the disputes within the time period specified - 0
f) dealing with the dispute would have impaired the operation of the ADR body - 0
g) case withdrawn by consumer - 18
h) case withdrawn by trader - 0
i) solution reached without ADR - 0
j) the trader was not a member of the ADR scheme (if this is a requirement) - 0

(c) the average time taken to resolve the disputes which the ADR entity has received;

Average time taken to resolve disputes (from receipt of complaint) - *85 days domestic / 0 cross-border
Average time taken to resolve disputes (from ‘complete complaint file’) - **53 days domestic / 0 cross border
*85 days refers to average time between first contact and completion.
*53 days refers to average time between a Stage 1 Case Officer being appointed and completion. Part of this time will be the Case Officer helping the consumer build their case file.

Total average time taken to resolve disputes - 85 days

(d) the rate of compliance, if known, with the outcomes of its alternative dispute resolution procedures;

100%

(e) any recommendations the ADR entity may have as to how any systematic or significant problems that occur frequently and lead to disputes between consumers and traders could be avoided or resolved in future;

None.

(f) this point has been removed in amendments on 1 January 2021

(g) where the ADR entity provided training to its ADR officials, details of the training it provides;

Case Officers are all part of a CPPD Scheme requiring 20 hours professional training each year.

(h) an assessment the effectiveness of an alternative dispute resolution procedure offered by the ADR entity and of possible ways of improving its performance;

None.

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